Customer Success Manager

PCI Pal • ,

26d

About The Position

PCI Pal is hiring a Strategic Success Manager to own a small portfolio of its largest and most complex US accounts, including enterprise customers and strategic platform and reseller partners that deliver PCI Pal to those customers. These accounts represent a significant share of recurring revenue and involve multiple stakeholders, integrations, and commercial layers.

The role serves as a senior, trusted advisor to contacts ranging from contact center operations leads to CIOs, CISOs, and partner alliance teams. The Strategic Success Manager provides technical guidance, leads commercial renewals, and coordinates Professional Services, Product, Engineering, Sales, and Marketing to deliver customer outcomes. This is a senior individual contributor role reporting to the SVP of Customer Success.

Requirements

• At least 8 years in Customer Success, Strategic Account Management, or Technical Account Management in B2B SaaS, including at least 4 years owning large strategic enterprise accounts.
• A track record of retaining and growing seven-figure ARR accounts or portfolios, including leading complex multi-year renewals and negotiations.
• Experience managing accounts delivered through, or alongside, technology partners, resellers, or OEMs, and navigating the associated commercial and operational complexity.
• Technical depth and comfort discussing integrations, APIs, cloud architecture, SSO and authentication, and security with solutions architects and engineers.
• Executive presence and experience building trusted relationships at VP and C-level and leading difficult conversations.
• Strong commercial acumen, including deal structuring, pricing, and contract terms.
• Analytical skills, including using usage, health, and revenue data to identify risk and opportunity and produce clear recommendations.
• Experience leading cross-functional teams without direct authority, especially through escalations.
• Willingness to travel to customer and partner sites and events within the US, typically up to 30%.

Nice To Haves

• Experience in contact center, CCaaS, or UCaaS ecosystems such as Genesys, Amazon Connect, Zoom, NICE, Five9, or Microsoft Teams.
• Knowledge of payments, PCI DSS, or other compliance-driven technology, such as security or data privacy.
• A background in solutions engineering, solutions architecture, or technical account management before moving into a commercial role.
• Experience with Salesforce, HubSpot, or a customer success platform such as Gainsight or ChurnZero.

Responsibilities

• Own the end-to-end relationship for a portfolio of high-value enterprise accounts, building executive sponsorship and multi-threaded relationships across IT, security, compliance, finance, and contact center operations.
• Build and run strategic account plans that connect PCI Pal to each customer's business goals, compliance obligations, and technology roadmap.
• Lead executive business reviews covering delivered value, adoption, risk, and the joint roadmap.
• Manage accounts delivered through strategic platform and reseller partners, clarifying ownership of the end customer, contract, integration, and first-line support.
• Build working relationships with partner alliance, account, and technical teams to align partner and PCI Pal priorities.
• Resolve conflict and ambiguity in three-way relationships between PCI Pal, partners, and end customers.
• Advise customers on how PCI Pal is deployed in their environments, including telephony and contact center integrations, APIs, payment gateways, and authentication.
• Lead customers and partners through platform changes, migrations, and partner-driven changes with minimal disruption.
• Translate complex technical issues into clear business impact for executives, and customer needs into clear requirements for Product and Engineering.
• Lead accounts through escalations and major incidents, coordinating Support, Engineering, and partners.
• Own renewals for the portfolio, including complex, multi-year, and partner-led agreements, and lead negotiations on pricing, scope, and terms.
• Meet gross retention, net revenue retention, and expansion targets through upsell and cross-sell.
• Forecast renewals and expansion accurately and flag risks early.
• Measure account health using usage data, health scores, NPS, and stakeholder sentiment, and report churn risk to senior leadership with clear mitigation plans.
• Represent account perspectives in product roadmap and go-to-market decisions.
• Develop customers and partners as reference accounts, case studies, and advocates.
• Coordinate Professional Services, Product, Engineering, Sales, and Marketing to deliver account outcomes.

Benefits

• 25 days PTO
• Medical, dental and optical insurance cover
• An exciting and flexible working environment surrounded by friendly and committed co-workers
• “Work from anywhere” 2 weeks per year policy
• Reward, benefits and wellbeing hub offering support, discounts, cashback and savings
• Training and development opportunities
• Ad-hoc team events, incentives and competitions

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed