Analysis Skills, Best Practices, Business-to-Business (B2B), Communication Skills, Cross-Functional, Customer Experience, Detail Oriented, Inside Sales, Interpersonal Skills, Leadership, Merchant Services, Multitasking, Onboarding, Operational Strategy, Performance Analysis, Performance Metrics, Problem Solving Skills, Process Improvement, Product Support, Relationship Management, Sales, Sales Management, Salesforce.com, Team Player, Time Management, Training/Teaching
The Customer Success Manager (CSM), Direct Merchants, is responsible for managing and growing B2B merchant relationships, ensuring a seamless customer experience across the lifecycle. The CSM drives satisfaction, retention, and operational excellence by acting as a trusted advisor and collaborating cross functionally to deliver value. This role operates independently but in alignment with senior peers and leadership.
Key Responsibilities
- Owner and manage a portfolio of B2B merchant accounts, ensuring high satisfaction and retention
- Serve as the primary point of contact for operational and strategic customer needs
- Develop a working understanding of customer goals and translate them into actionable plans
- Monitor customer health using tools like Salesforce and proactively address risks
- Coordinate with internal teams (Sales, Product, Support) to resolve issues and deliver solutions
- Identify and escalate growth opportunities to Relationship Management or Sales
- Deliver onboarding, training, and best practices to customer teams
- Respond to customer inquiries with a focus on timely, effective resolution
- Track and report on customer performance metrics and engagement
- Stay informed on product updates and communicate relevant changes to customers
- Contribute to internal knowledge sharing and process improvement initiatives
Experience and Qualifications
- 2-4 years in customer success, account management, or support roles
- Experience working with B2B clients, ideally in payments or fintech
- Familiarity with platforms like Stripe, PayPal, Square, or similar
- Understanding of customer success principles and tools
- Ability to manage multiple priorities and collaborate cross functionally
Candidate Attributes
- Strong communication and interpersonal skills
- Analytical and detail-oriented mindset
- Customer-first approach with a proactive attitude
- Team player with adaptability and a fast-paced environment
- Interest in merchant services and payment technologies