Customer Success Manager
HHAeXchange
Customer Success Manager
InterPayments
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $130,000 - $155,000 per year
Job Level
Mid-LevelSenior
About the role
- 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.
Requirements
- 3+ years in a customer-facing account management, customer success, or client relationship management role, ideally in SaaS, fintech, or payments.
- Demonstrated experience with AI automation tools/platforms and a strong orientation toward leveraging technology to deliver scalable customer outcomes.
- Proven ability to create, design, and improve reports and business processes from inception through growth stages.
- Exceptional negotiation skills and experience managing renewals, expansions, and customer business case development.
- Track record of building and expanding successful B2B relationships, driving retention, upsell, and trusted advisor status.
- Experience facilitating QBRs and advising on strategic business reviews with clients.
- Strong analytical skills—comfortable using data to drive recommendations and outcomes.
- Cross-functional collaborator able to work seamlessly with Professional Services, Systems Integrations, and Product teams.
- Excellent written and verbal communication; able to translate value across both technical and business audiences.
- Self-motivated, impact-oriented, and thrive in a fast-paced, remote-first environment.
- Impeccable responsiveness, follow-through, and commitment to building trust through action.
- Exposure to or interest in authoring case studies and working with marketing to elevate customer stories.
- Knowledge of payment processing, merchant services, or related compliance frameworks (preferred).
- Experience managing or participating in technical integrations or recertifications (preferred).
- Must be legally authorized to work in the United States; company does not sponsor visas or employ individuals who require work authorization outside of the United States.
Benefits
- Remote pay range $130,000—$155,000 USD
- Remote Work Eligibility: This position is open to candidates who are located in the United States. All remote roles are limited to U.S.- based residents, and the company does not sponsor visas or employ individuals who require work authorization outside of the United States. Only applicants who are legally authorized to work in the U.S. will be considered.
- Supportive, collaborative environment that values your growth and contribution
- Opportunity to leverage AI and automation to streamline processes and create actionable reporting
- Exposure to authoring case studies and working with marketing to elevate customer stories
- Equal opportunity employer and value diversity; encourage all qualified applicants to apply
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
AI automationreport creationbusiness process improvementnegotiationcustomer success managementaccount managementdata analysisKPI trackingtechnical integrationrecertification
Soft skills
relationship buildingcross-functional collaborationcommunicationself-motivationimpact orientationresponsivenessfollow-throughtrust buildingstrategic advisingproblem-solving
