Customer Success Manager
About The Position
This role sits at the intersection of relationship management, operational problem-solving, communication, and customer advocacy. You will work directly with customers after implementation to help them maximize value from the pmtbox platform. You will build strong relationships with customers and become a trusted partner, guide customers through onboarding transitions and early adoption, and help clients navigate operational and workflow-related challenges. You will also proactively identify risks, gaps, or opportunities within customer accounts, coordinate internally with Operations, Engineering, Product, Sales, and Leadership to resolve issues and improve the customer experience, and assist with customer training, education, and enablement. Additionally, you will help improve customer-facing documentation, playbooks, and processes, and surface customer feedback and trends to help improve the product and customer journey, supporting retention, growth, and long-term customer satisfaction.
Requirements
- 3-7+ years of experience in customer success, account management, onboarding, client services, customer operations, or a related role
- Experience supporting B2B SaaS, fintech, ecommerce, payments, or operational software customers
- Comfortable communicating with both technical and non-technical stakeholders
- Ability to manage multiple customer relationships and priorities simultaneously
- Ability to think beyond tasks and into systems, workflows, and operational improvements
- Naturally proactive and customer-oriented
- Ability to stay calm, solutions-focused, and organized when things get messy
- Enjoy helping customers feel confident, informed, and supported
Nice To Haves
- Experience in fintech, ecommerce, payments, fraud, risk management, or operational workflows
Responsibilities
- Build strong relationships with customers and become a trusted partner
- Guide customers through onboarding transitions and early adoption
- Help clients navigate operational and workflow-related challenges and proactively identify risks, gaps, or opportunities within customer accounts
- Coordinate internally with Operations, Engineering, Product, Sales, and Leadership to resolve issues and improve the customer experience
- Assist with customer training, education, and enablement and help improve customer-facing documentation, playbooks, and processes
- Surface customer feedback and trends to help improve the product and customer journey and support retention, growth, and long-term customer satisfaction
Benefits
- Competitive compensation and benefits package
- Enterprise-level medical, dental, vision
- 401(k)
- Generous time off
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
