Customer Success Advocate
About The Position
Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow. The Customer Success Advocate (CSA) plays a critical role in reducing client churn and improving overall customer health. This position blends proactive engagement with responsive problem-solving to ensure clients realize maximum value from our products and services. The CSA monitors account health through Salesforce CTAs, addresses risks, and collaborates cross-functionally to drive retention, satisfaction, and adoption.
Requirements
- Experience: 2+ years in Customer Success, Account Management, or a related client-facing role.
- Skills: Strong communication, problem-solving, and relationship-building abilities.
- Technical: Familiarity with SaaS platforms, Salesforce, and data-driven decision-making.
- Mindset: Proactive, empathetic, and results-oriented with a passion for customer advocacy.
Responsibilities
- Monitor Salesforce CTAs and account health indicators (e.g., revenue, transaction volume, product usage) to identify risks and take corrective action.
- Engage with clients to resolve issues, address negative feedback (CSAT/NPS), and manage cancellation requests with a focus on retention.
- Track product adoption for newly onboarded clients; provide guidance, training, and resources to remove barriers and increase usage.
- Conduct client check-ins such as mini QBRs or Payment Health Checks to optimize fee settings, promote digital adoption, and ensure continued value.
- Identify and source client success stories, case studies, and referrals to support advocacy initiatives.
- Execute targeted outreach and special projects, including email campaigns, security updates, and engagement for clients without an assigned CSM.
- Collaborate cross-functionally with Support, Product, Marketing, and Sales teams to resolve client needs and enhance overall experience.
Benefits
- Global Payments offers a comprehensive benefits package to all of our team members, including medical, dental and vision care, EAP programs, paid time off, recognition programs, retirement and investment options, charitable gift matching programs, and worldwide days of service.
- To learn more, review our Benefits page at: https://jobs.globalpayments.com/en/why-global-payments/benefits/
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
