Customer Success Manager

Customer Success Manager

The Customer Success Manager (CSM) owns the post-sales operational relationship for an assigned portfolio of strategic Apriva accounts — ISOs, ISVs, resellers, and enterprise merchants — and is accountable for operational success, retention, adoption, expansion signal generation, and customer health from go-live forward. This is a relationship-driven, payments-literate role that orchestrates Apriva's Professional Services, Support, Engineering, and Product teams on behalf of the customer; it is not a hands-on technical implementation role and it does not own new-logo sales or close expansion deals. The CSM is the customer's primary day-to-day advocate inside Apriva and the operational counterpart to Sales after the deal is signed.

Required Qualifications

• 5–8 years of post-sales experience in Customer Success, Account Management, Service Delivery, or a comparable customer-facing role at a payments, fintech, or B2B SaaS company.
• Working knowledge of the payments ecosystem: gateways, processors, acquirers, ISOs, ISVs, terminal/device certifications, and the economics of merchant payment processing.
• Familiarity with industry standards and concepts: PCI DSS, P2PE, EMV (contact and contactless), tokenization, and unattended protocols such as MDB/ICP.
• Understanding of merchant boarding workflows, settlement and funding cycles, reconciliation, interchange basics, and chargeback handling.
• Demonstrated experience managing a portfolio of accounts to measurable retention and customer-health outcomes.
• Comfort leading executive-level conversations, QBRs, and renewal discussions with senior business and technical stakeholders.
• Strong technical literacy — able to read an integration spec, interpret API documentation at a high level, and follow an engineering escalation conversation — without serving as the hands-on implementer.
• Proficiency with CRM and CS tooling (e.g., Salesforce, Gainsight, ChurnZero, HubSpot, or equivalent), ticketing systems, and standard productivity/reporting tools.
• Bachelor's degree or equivalent practical experience.
• Willingness to travel up to ~20% for customer meetings, QBRs, and industry events across Apriva's served regions.

Preferred Qualifications

• Direct experience at a payment gateway, processor, acquirer, ISO/MSP, ISV, or terminal/device manufacturer (e.g., Stripe, Adyen, Fiserv, Worldpay, Global Payments, Shift4, Verifone, Ingenico, NCR Voyix, Toast, Square, Cantaloupe, Nayax, 365 Retail Markets).
• Vertical experience in unattended/self-service payments (vending, micro-markets, kiosks, EV charging, parking), DEX telemetry, closed-loop processing (campus, military, employee ID), retail, mobility, or hospitality.
• Hands-on familiarity with EMV certification workflows, processor migrations, or multi-MID enterprise deployments.
• Experience working in a partner-led / channel-driven commercial model (ISOs, ISVs, resellers).
• Multi-region account experience spanning the U.S., Canada, U.K., and/or Mexico, including awareness of region-specific scheme rules and processor landscapes.
• CSM-relevant certifications (e.g., Gainsight CCSM, SuccessCOACHING, CSPN) or payments credentials (ETA CPP, PCIP).

Apriva is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.