Customer Success Manager

Main Job Responsibilities (including but not limited to):

• Regularly assess client needs through consistent and ongoing meetings and email correspondence
• Ensure client satisfaction through timely follow-ups, proactive communication, and strong relationship management
• Manage client expectations across all stages of the customer journey by leading meetings with confidence and providing clear updates and recommendations
• Distinguish between production support items and development/enhancement requests, and work with appropriate teams internally to address
• Oversee multiple client accounts and projects at once with strong attention to detail
• Ability to command a group of individuals in a room quickly and be assertive in a public environment
• Strong internal communication skills including ability to work with all levels of the organization (Executive team, IT, Sales, Marketing, Operations and Finance)
• Work both independently and collaboratively in a fast-paced, evolving environment
• Stay current on product functionality to support client onboarding and explain technical concepts clearly

Basic Qualifications:

• Bachelor’s degree in Business, Technology, or a related field, or equivalent work experience.
• Minimum of 4 years in a customer-facing role such as Customer Success, Account Management, or Consulting, managing mid-size or enterprise clients.
• Experience working within a SaaS company or technology-focused organization.

Recommended Skills and Experience:

• Strong communication and presentation skills with proven leadership in customer engagement scenarios.
• Capable of understanding business requirements and guiding customers toward best practices and actionable steps.
• Demonstrated success in planning and delivering engagements, problem-solving, and collaborating across teams.
• Experience working at a company operating in the payments space
• Excellent time management, organizational, and troubleshooting skills.
• Self-starter with a collaborative mindset and strong interpersonal skills
• Familiarity with CRM systems and customer success tools
• Willingness to travel up to 20% as needed

Location

• This role is onsite in a hybrid capacity out of our office (2x/week) in Philadelphia.