Customer Success Manager

• Own ongoing merchant relationships after implementation, serving as a trusted advisor and strategic partner.
• Drive quarterly business reviews (QBRs), ensure fee recovery optimization, manage recertification processes with Systems Integrations, collect case studies and lead efforts to renew and expand merchant accounts while minimizing churn.
• Begin with a structured relationship handoff from Professional Services, including direct involvement in customer implementations to learn solution details and merchant personalities.
• Leverage AI and automation to streamline processes, create actionable reporting, and proactively drive customer outcomes.
• Build robust account management processes from the ground up, and lead the renewal process and strategic negotiations.
• Serve as the main post-implementation liaison for designated enterprise merchants, building trust-based long-term relationships.
• Be directly involved in integration path and implementation for each merchant; develop detailed knowledge of merchant needs.
• Create, refine, and maintain reports and account management processes to ensure scalable, data-driven support.
• Be the point person on customer reference requests, balancing protection of customer time with enabling new customers to sign.
• Conduct QBRs to track fee recovery, identify optimization opportunities, and ensure merchant objectives remain front-and-center.
• Proactively identify barriers to merchant success and collaborate across Systems Integrations, Professional Services, and Product teams to deliver timely solutions.
• Oversee and coordinate recertifications to ensure technical compliance and product excellence.
• Own churn prevention by analyzing health metrics, responding to warning signs, and developing retention strategies tailored to merchant needs.
• Develop and publish case studies highlighting successful customer outcomes, partnering with marketing.
• Gather and synthesize merchant feedback, advocate internally to drive product and process improvements.
• Track, monitor, and report on merchant health, engagement, and performance against KPIs for internal metrics and QBRs.

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