Customer Success Manager – Commercial Cards (Remote, US)

Zact is an early-stage fintech building in the commercial payments space, seeking a Customer Success Manager to own the full client experience for commercial card clients. The role involves managing client relationships, providing support, and helping to build processes in a startup environment.

Responsibilities:

• Serve as the primary relationship owner for a portfolio of commercial card clients, managing onboarding, escalations, and ongoing health reviews
• Man an inbound client support phone line during business hours — fielding questions, triaging issues, and resolving card operations problems in real time
• Field and resolve complex support requests across card issuance, transaction disputes, authorization rules, and program controls
• Partner with card operations and product teams to triage processor-side issues and advocate for client-impacting fixes
• Build and present business reviews (QBRs) covering utilization, exception trends, and program optimization recommendations
• Guide clients through card program changes — new product features, network rule updates, and regulatory changes
• Help build the support playbook — documenting processes, escalation paths, and resolution workflows as the function grows
• Monitor renewal health, proactively flagging at-risk accounts and collaborating on retention plays

Requirements:

• ~7 years in customer success, client services, or card operations — with meaningful time directly supporting commercial card programs
• Prior experience at a bank or credit union in a commercial cards capacity (issuing, program management, or card operations)
• Strong understanding of commercial card products: corporate cards, purchasing cards, virtual cards, and fleet programs
• Comfortable owning a live phone support queue — responsive, composed, and solutions-oriented under real-time pressure
• Familiarity with card support workflows: disputes, chargebacks, authorization declines, card controls, and fraud escalations
• Excellent client communication skills — able to translate technical card operations issues into clear, calm client-facing language
• Self-starter mindset — you don't need a fully built team or established playbook to do good work
• Hands-on experience with card processing platform(s) — including file formats, dispute workflows, or back-office tools (strongly preferred)
• Exposure to ACH, payment file formats, or back-office settlement processes
• Experience with CRM or CS platforms (e.g. Zendesk or similar)
• Familiarity with interchange, network compliance, or card program economics