Customer Success Manager

Paysafe•Jacksonville, FL

28d

About The Position

The Customer Success Manager (CSM), Direct Merchants, is responsible for managing and growing B2B merchant relationships, ensuring a seamless customer experience across the lifecycle. The CSM drives satisfaction, retention, and operational excellence by acting as a trusted advisor and collaborating cross functionally to deliver value. This role operates independently but in alignment with senior peers and leadership.

Requirements

2-4 years in customer success, account management, or support roles
Experience working with B2B clients, ideally in payments or fintech
Familiarity with platforms like Stripe, PayPal, Square, or similar
Understanding of customer success principles and tools
Ability to manage multiple priorities and collaborate cross functionally
Strong communication and interpersonal skills
Analytical and detail-oriented mindset
Customer-first approach with a proactive attitude
Team player with adaptability and a fast-paced environment
Interest and merchant services and payment technologies

Responsibilities

Owner and manage a portfolio of B2B merchant accounts, ensuring high satisfaction and retention
Serve as the primary point of contact for operational and strategic customer needs
Develop a working understanding of customer goals and translate them into actionable plans
Monitor customer health using tools like Salesforce and proactively address risks
Coordinate with internal teams (Sales, Product, Support) to resolve issues and deliver solutions
Identify and escalate growth opportunities to Relationship Management or Sales
Deliver onboarding, training, and best practices to customer teams
Respond to customer inquiries with a focus on timely, effective resolution
Track and report on customer performance metrics and engagement
Stay informed on product updates and communicate relevant changes to customers
Contribute to internal knowledge sharing and process improvement initiatives