Customer Success Manager - Financial Technology

MarketStar•Ogden, UT

14d•$60,000 - $80,000•Remote

About The Position

The Customer Success Manager manages a portfolio of high-value Mid-Market customers, helping them achieve meaningful outcomes and realize long-term value from the client’s payment solution, including payment processing, lending, and cash flow management tools. The role combines consultative engagement, structured success planning, and commercial awareness. The manager serves as a trusted advisor and product advocate, aligning the solution to customer objectives and guiding customers toward sustained adoption and success while identifying opportunities to expand value. The position focuses on customer outcomes and retention, renewal readiness, and expansion opportunities. It also involves orchestrating post-sales buyer experiences to increase customer lifetime value. The role is US remote.

Requirements

Experience with payment processing, money movement, or other financial or payment products.
Proven experience in customer success or account management, ideally in SaaS, financial software, or a subscription-based business model.
At least 2 years managing a dedicated book of business in the mid-market space.
Strong understanding of the post-sales customer journey.
Ability to orchestrate complex buyer experiences and drive long-term value.
Strong negotiation skills and comfort navigating financial conversations and cancellations.
Excellent communication, interpersonal, and presentation skills.
Proactive, problem-solving mindset focused on customer outcomes.
Ability to analyze data and identify trends to inform customer strategies.
Experience with Salesforce, Gainsight, or other CRM and Customer Success platforms.

Nice To Haves

Experience with onboarding and implementation processes for new solutions.
Familiarity with risk mitigation strategies to combat customer churn.
Understanding of ROI realization in subscription models.

Responsibilities

Manage relationships for a dedicated book of business and own customers’ overall success, long-term satisfaction, and affinity.
Build relationships with key decision-makers and stakeholders across customer teams, understand issues, and offer solutions.
Drive account-wide product and service adoption through proactive engagement, training, and support.
Implement personalized playbooks triggered by customer activities.
Address low payment adoption through targeted outreach and enablement, investigating reasons for low adoption and usage.
Combat churn through positive experiences across the post-sales buyer journey.
Monitor customer health and create risk mitigation plans where needed.
Schedule business reviews to realign on goals, problems, and needs, and define next steps to increase adoption and resolve risks.
Analyze data and customer activity to identify upsell, cross-sell, and account management opportunities.
Provide timely reactive support and deliver product information, updates, and event invitations.