Senior Customer Success Manager

Company Overview

We've partnered with an innovative company that offers a unique approach to payment infrastructure for digital product organizations. This organization acts as a Merchant of Record, simplifying the payment process for clients and helping them to save time and resources while enhancing safety and cost-effectiveness. They serve over 5,000 software sellers across 245 territories globally, supported by well-known investors.

Role Overview

We are seeking a Senior Customer Success Manager to join our client's Customer Success team. In this role, you will be responsible for the successful onboarding, growth, retention, and advocacy of a portfolio of customers. Your aim will be to enhance the experience of our client's largest customers, guiding them post-launch to ensure they maximize the value of the platform while prioritizing their revenue growth.

Responsibilities

• Ensure successful onboarding of new customers by demonstrating in-depth knowledge of products and solutions.
• Develop trusted advisor relationships with customer stakeholders to maximize their value realization.
• Guide customers in creating a superior online buying experience with best practices in acquisition, retention, and support operations.
• Identify revenue growth opportunities and ensure successful execution of strategies.
• Advocate for customers internally and collaborate with cross-functional teams to address their business needs.
• Support sales and marketing by contributing to case studies and success stories.

Requirements

• Proven success in Customer Success Management with a diverse portfolio of fast-growing customers.
• Experience in Payments, Fintech, or Software industries is desirable.
• Strong communication skills with the ability to simplify complex strategies into actionable recommendations.
• Driven, resilient, and proactive approach to customer interactions.
• Analytical mindset with an understanding of software sales KPIs and ability to extract insights from data.
• Experience in providing advisory on SaaS strategies like customer acquisition and retention.
• Ability to collaborate across multiple teams and departments.
• Capable of positioning value propositions effectively to customers.
• Quick to learn product offerings and assist customers in navigating them.
• Customer-first mentality with a willingness to go the extra mile.

Benefits

Our client offers a competitive salary, stock options, retirement plans, private healthcare, wellness initiatives, and a range of benefits aimed at fostering work-life balance and personal development. Additionally, they are a digital-first company, allowing flexible work arrangements, including remote work and stylish office hubs. The organization promotes a culture of continuous learning and provides an annual learning fund along with training opportunities.