Senior Client Success Manager

Nayax•San Diego, CA

About The Position

IPS by Nayax, a division of global fintech company Nayax, is a design, engineering, and manufacturing company focused on low-power wireless telecommunications and parking technologies. It manufactures products locally and has delivered solutions to the telecommunications and parking industries for 25 years. Its products include a patented credit-card-enabled, solar-powered single-space parking meter and a web-based management system. The Senior Client Success Manager serves as the primary point of contact and relationship owner for a portfolio of clients. The role drives customer satisfaction, retention, product adoption, and growth by building trusted relationships, identifying opportunities, and helping clients realize value from IPS solutions. The successful candidate acts as a customer advocate, relationship builder, and problem solver, takes initiative, embraces change, and collaborates across departments to deliver strong customer outcomes.

Requirements

Minimum of 2 years of experience in Customer Success, Account Management, Customer Support, Project Coordination, or another client-facing role.
Experience managing customer relationships and conducting business reviews or client presentations.
Experience working with CRM and ticket management systems.
Excellent verbal, written, and presentation communication skills.
Strong relationship-building and customer engagement skills.
Strategic, proactive, and solutions-oriented approach.
Strong organizational and time-management skills, including the ability to manage multiple priorities.
Ability to work independently and collaborate effectively across departments.
Technical aptitude and ability to understand and communicate software, hardware, and technology solutions.
Comfort with change and the ability to help customers adapt to new products, processes, and technologies.
Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
Commitment to continuous learning and professional development.

Nice To Haves

Associate or bachelor's degree in business, Communications, Marketing, Information Systems, or a related field.

Responsibilities

Manage a portfolio of client accounts as the primary relationship owner.
Build partnerships by understanding client goals, operational challenges, and success metrics.
Conduct Quarterly Business Reviews and Annual Business Reviews focused on performance, value realization, and future opportunities.
Monitor account health and proactively identify ways to improve customer satisfaction, retention, and product adoption.
Develop and execute customer success plans for key accounts.
Maintain regular client engagement through proactive outreach and strategic touchpoints.
Provide guidance, recommendations, and best practices as a trusted advisor.
Identify opportunities for account growth, product utilization, and service expansion.
Support retention initiatives and mitigate churn risks through proactive engagement.
Guide customers through product enhancements, process improvements, and organizational changes.
Help clients adopt new products, features, and technologies.
Advocate internally for customer needs and collaborate across teams to drive positive business outcomes.
Gather customer feedback and communicate trends and recommendations to internal stakeholders.
Maintain ownership and visibility of customer issues through resolution.
Partner with Support teams to help achieve service level agreements, and communicate issue status, timelines, and expectations proactively.
Identify recurring issues and work with internal teams on long-term corrective actions.
Collaborate with Support, Implementation, Product Management, Finance, Operations, and Sales to deliver a seamless customer experience.
Support customer onboarding, adoption, training, and optimization.
Maintain accurate customer records, account plans, and activity documentation in CRM and ticketing systems.
Participate in internal meetings and initiatives to improve customer experience and operational effectiveness.
Mentor and support team members by sharing customer success practices and industry knowledge.
Coach newer Client Success Managers and cross-functional colleagues, and serve as a subject matter expert in relationship management, issue resolution, and client engagement.
Support a collaborative, customer-focused culture through knowledge sharing, peer support, and continuous improvement.
Assist with onboarding and training new team members.
Contribute to customer success processes, playbooks, templates, and documentation.