Customer Success Manager

InterPayments

1d•$100,000 - $125,000•Remote

About The Position

InterPayments is a San Francisco, CA-based, FinTech SaaS company sitting at the exciting intersection of payments and data intelligence. Our Mission is to empower merchants and the software vendors they use to lower payment processing costs. We create innovative data services that Fortune 1000 companies rely upon to lower fees by putting payments in competition on every swipe. We empower dedicated team-first individuals who are driven to solve problems to foster innovation, perform at their highest potential, and make a meaningful impact - while creating meaningful relationships along the way. This is a high-impact, customer-facing role at the center of how InterPayments protects and grows its most important merchant relationships. You will own a defined portfolio of enterprise merchants post-go-live and become their primary point of contact for anything strategic: how their program is tracking against savings goals, questions about their contract, and what comes next for their account. This role reports to the Senior Manager of Customer Success and works cross-functionally with Professional Services, Support, Product, Engineering, Sales, and Finance to ensure our merchants remain compliant, optimized on fee recovery, and confident that someone at InterPayments is accountable for their outcomes. You value building trust and long-term relationships, enjoy consulting merchants through complex programs, and find satisfaction in turning uncertainty into relief. You are motivated by creating mutual success and comfortable owning a portfolio end to end: the strategic conversations, the day-to-day merchant requests, and the record-keeping that makes your work visible to the rest of the company.

Requirements

4+ years of experience in a customer-facing Customer Success, Account Management, or Relationship Management role, including at least 1 year owning mid-market to enterprise accounts with exposure to commercial (contract) discussions, renewals, and retention.
Ideally in B2B SaaS, fintech, or payments, or a strong willingness to learn.
Hands-on experience with AI tools; comfortable building workflows, managing agents, and leveraging AI to optimize daily routines and tasks.
Strong written and verbal communication skills; you can lead a room of business and technical stakeholders and explain something complex without making it feel complicated.
A self-starter mindset: you prioritize your own book, balance proactive and reactive demands, and don't wait to be told what needs attention.
Hands-on experience with CRM and customer success tooling (Salesforce or similar); comfort keeping your own records clean without being asked.
Based in or near the New York City area. We're a fully remote company, but our 2027 goals are ambitious and we're still building our CS function, so the ability to work in person with CS Leadership periodically, for planning sessions, working through open process questions, and key strategic moments, matters.
Candidates who are located in the United States.
Only applicants who are legally authorized to work in the U.S. will be considered.

Nice To Haves

Experience in payments, merchant services, or a similarly regulated, complex product environment.
Familiarity with APIs, webhooks, or technical integrations at a conceptual level.
Experience at an early-stage startup building process alongside a growing team.

Responsibilities

Own the full QBR cycle for your book: schedule and coordinate, research and build the report or deck, lead the conversation, and close out follow-ups.
Run a lighter-cadence touch across your portfolio focused on account health and relationship strength, so issues surface before they become escalations.
Lead renewal discussions that combine a program performance review with a clear terms conversation, backed by data on savings delivered and a plan for what comes next.
Identify at-risk accounts early, lead the conversation that addresses their concerns directly, and drive the resolution plan through to close.
Own your queue: sort and prioritize incoming merchant requests, respond with clarity and urgency, and route anything that needs another team's help.
Answer merchant questions about how their program works, run discovery when something needs investigation, and close the loop with a resolution.
Screen and scope new expansion opportunities with your merchants, partner with Solutions Architecture on feasibility, and hand off cleanly to Professional Services for implementation.
Lead non-expansion technical and program work on live accounts, from discovery through implementation handover.
Document every merchant meeting promptly and accurately, and keep the systems your teammates and leadership rely on for visibility up to date.
Maintain clean account records and contribute to the trackers and dashboards that give leadership a reliable view of your portfolio's health.