Customer Success Manager

IXOPAY is an enterprise-grade global payment infrastructure platform that provides AI-driven intelligence, payment orchestration, advanced tokenization, and payment optimization tools. The Customer Success Manager will manage enterprise customer relationships and drive onboarding, adoption, retention, renewals, and growth. The role also involves monitoring customer health, recommending solutions, and coordinating with internal teams to deliver an excellent customer experience.

Responsibilities:

• Manage a portfolio of customers, building trusted relationships with business and technical stakeholders
• Guide customers throughout their lifecycle, from onboarding and adoption through renewal and ongoing success
• Proactively identify retention risks and growth opportunities through upselling, cross-selling, and increased platform adoption
• Partner with customers to understand their business goals and recommend solutions that improve payment performance, reduce costs, and streamline operations
• Advocate for customer needs by partnering with Product, Engineering, and Sales to help shape future platform enhancements
• Monitor customer health using adoption, platform usage, support trends, and commercial KPIs such as NRR and GRR
• Coordinate with internal teams to resolve customer questions and escalations, ensuring a consistently excellent customer experience

Requirements:

• 3+ years of experience in a customer-facing role such as Relationship Manager, Customer Success Manager, Technical Account Manager, or Account Manager
• Experience in SaaS, FinTech, payments, or another technology-driven environment
• Excellent communication, relationship-building, and stakeholder management skills
• A consultative approach with strong analytical and problem-solving abilities
• Experience supporting customer retention, renewals, or account growth
• Knowledge of payment gateways, merchant acquiring, payment orchestration, or related payment technologies
• Experience working with enterprise customers
• Familiarity with customer success metrics such as NRR, GRR, and product adoption