Customer Success Manager

Apriva • Phoenix, AZ

6d • Hybrid

About The Position

The Customer Success Manager (CSM) owns the post-sales operational relationship for an assigned portfolio of strategic Apriva accounts — ISOs, ISVs, resellers, and enterprise merchants — and is accountable for operational success, retention, adoption, expansion signal generation, and customer health from go-live forward. This is a relationship-driven, payments-literate role that orchestrates Apriva's Professional Services, Support, Engineering, and Product teams on behalf of the customer; it is not a hands-on technical implementation role and it does not own new-logo sales or close expansion deals. The CSM is the customer's primary day-to-day advocate inside Apriva and the operational counterpart to Sales after the deal is signed.

Requirements

• 5–8 years of post-sales experience in Customer Success, Account Management, Service Delivery, or a comparable customer-facing role at a payments, fintech, or B2B SaaS company.
• Working knowledge of the payments ecosystem: gateways, processors, acquirers, ISOs, ISVs, terminal/device certifications, and the economics of merchant payment processing.
• Familiarity with industry standards and concepts: PCI DSS, P2PE, EMV (contact and contactless), tokenization, and unattended protocols such as MDB/ICP.
• Understanding of merchant boarding workflows, settlement and funding cycles, reconciliation, interchange basics, and chargeback handling.
• Demonstrated experience managing a portfolio of accounts to measurable retention and customer-health outcomes.
• Comfort leading executive-level conversations, QBRs, and renewal discussions with senior business and technical stakeholders.
• Strong technical literacy — able to read an integration spec, interpret API documentation at a high level, and follow an engineering escalation conversation — without serving as the hands-on implementer.
• Proficiency with CRM and CS tooling (e.g., Salesforce, Gainsight, ChurnZero, HubSpot, or equivalent), ticketing systems, and standard productivity/reporting tools.
• Bachelor's degree or equivalent practical experience.
• Willingness to travel up to ~20% for customer meetings, QBRs, and industry events across Apriva's served regions.

Nice To Haves

• Direct experience at a payment gateway, processor, acquirer, ISO/MSP, ISV, or terminal/device manufacturer (e.g., Stripe, Adyen, Fiserv, Worldpay, Global Payments, Shift4, Verifone, Ingenico, NCRVoyix, Toast, Square, Cantaloupe, Nayax, 365 Retail Markets).
• Vertical experience in unattended/self-service payments (vending, micro-markets, kiosks, EV charging, parking), DEX telemetry, closed-loop processing (campus, military, employee ID), retail, mobility, or hospitality.
• Hands-on familiarity with EMV certification workflows, processor migrations, or multi-MID enterprise deployments.
• Experience working in a partner-led / channel-driven commercial model (ISOs, ISVs, resellers).
• Multi-region account experience spanning the U.S., Canada, U.K., and/or Mexico, including awareness of region-specific scheme rules and processor landscapes.
• CSM-relevant certifications (e.g., Gainsight CCSM, SuccessCOACHING, CSPN) or payments credentials (ETA CPP, PCIP).

Responsibilities

• Owns the post-sales operational relationship for an assigned portfolio of strategic Apriva accounts.
• Accountable for operational success, retention, adoption, expansion signal generation, and customer health from go-live forward.
• Orchestrates Apriva's Professional Services, Support, Engineering, and Product teams on behalf of the customer.
• Serves as the customer's primary day-to-day advocate inside Apriva.
• Acts as the operational counterpart to Sales after the deal is signed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level