FreedomPay

Customer Success Manager

• Lead strategic relationships for a portfolio of enterprise clients, serving as a senior point of contact and trusted advisor throughout the customer lifecycle
• Develop and execute customer success strategies that improve retention, adoption, customer satisfaction, and long-term account growth
• Coach, mentor, and provide day-to-day guidance to Customer Success Managers, helping elevate team performance and consistency
• Partner closely with Sales, Product, Support, Operations, and Leadership to align on customer priorities, escalations, renewals, and expansion opportunities
• Oversee executive business reviews, success planning, and high-impact customer meetings with confidence and strong executive presence
• Identify customer risks proactively through account health indicators, engagement trends, and feedback, and drive action plans to mitigate churn
• Establish and refine scalable processes, playbooks, and standards across onboarding, adoption, escalation management, and ongoing account engagement
• Analyze customer success metrics and team performance data to identify opportunities for operational improvement and stronger business outcomes
• Help distinguish between support issues, product gaps, and strategic enhancement requests, and influence internal prioritization accordingly
• Serve as the voice of the customer internally by translating client feedback into actionable insights for cross-functional stakeholders

Associate Director, Customer Success