Customer Success Manager

IXOPAY•Pennsylvania - Remote, PA

15d•Remote

About The Position

About IXOPAY IXOPAY is the enterprise-grade global payment infrastructure platform built for the era of agentic commerce, equipping merchants and businesses with AI-driven intelligence, orchestration, advanced tokenization, and the tools to power every step of their payments journey. From routing and compliance to customized modules and full-scale orchestration, IXOPAY delivers the infrastructure for faster integrations, higher approval rates, and seamless global expansion. We believe our people are our most valuable asset and that our culture is defined by our core values that align the organization with our mission and strategy. Position Overview We're looking for a Relationship Manager to join our dynamic Customer Success team. In this role, you'll be responsible for the retention and organic growth of an assigned customer portfolio. You'll manage the entire customer journey, from adoption to renewal, ensuring our clients achieve maximum value from our platform. This is a crucial position for someone passionate about building strong, long-term customer relationships and driving business growth. The ideal candidate will possess exceptional technical aptitude, strategic thinking and relationship-building skills.

Requirements

Proven 3+ years experience in a customer-facing role such as Relationship Manager, Customer Success Manager, or Account Manager, preferably within a SaaS, FinTech, or payments environment.
A solid understanding of the payments industry, including payment gateways, merchant acquiring, and payments technology, is a significant plus.
Exceptional interpersonal, communication, and negotiation skills. You should be a natural relationship builder with a proactive, consultative approach.
Ability to think strategically and identify opportunities for growth and improvement within customer accounts.
A track record of meeting or exceeding retention and growth targets (NRR/GRR).
Strong analytical and problem-solving abilities, with a keen attention to detail.

Responsibilities

Act as the primary point of contact for a portfolio of key customers, building and nurturing strong relationships with stakeholders at all levels.
Guide customers through their entire lifecycle, from successful onboarding and adoption to ongoing engagement and strategic planning.
Proactively identify and mitigate churn risks while uncovering opportunities for organic growth (upsells and cross-sells) within your assigned accounts.
Partner with customers to understand their specific business goals and challenges, then strategically guide them to utilize the IXOPAY platform in a way that directly addresses those needs. You will help them leverage our features to achieve tangible results, such as increased payment conversion rates, reduced transaction costs, and streamlined operations.
Facilitate strategic discussions with customers to understand their future needs and priorities. You will then advocate for product roadmap priorities that align customer product requests with the IXOPAY product strategy, ensuring their long-term success is in sync with our platform's evolution.
Monitor and analyze key performance indicators (KPIs) such as Net Revenue Retention (NRR) and Gross Revenue Retention (GRR). You will also measure customer health through various metrics (e.g., product adoption, support ticket volume, and platform usage) and identify opportunities for usage optimization to ensure customers are getting the most value from their investment.
Serve as the voice of the customer within IXOPAY, providing valuable feedback to product, engineering, and sales teams to improve our platform and services.
Address customer inquiries, issues, and escalations efficiently and effectively, coordinating with internal teams to provide timely solutions.