Technical Customer Success Manager

Paysafe•Jacksonville, FL

About The Position

The Technical Customer Success Manager (CSM) manages and grows B2B merchant relationships, ensuring a seamless customer experience throughout the customer lifecycle. The CSM drives satisfaction, retention, and operational excellence by serving as a trusted advisor and collaborating across teams to deliver value. The role operates independently while remaining aligned with senior peers and leadership. Paysafe is a global payments platform serving sectors including iGaming, video gaming, e-commerce, online trading, retail, travel, and hospitality. It provides card payments, digital wallets such as Skrill, eCash solutions such as PaysafeCard, and local payment methods. Paysafe has approximately 2,900 employees across 12 countries and annualized transactional volume of $167 billion in 2025. Paysafe describes its culture as valuing humility, high trust and autonomy, excellence, meeting commitments, team cohesion, urgency, learning, pragmatically pushing boundaries, and accomplishing goals with direct business impact. The company provides equal employment opportunities and prohibits discrimination based on protected characteristics. Reasonable adjustments are available upon request.

Requirements

2–4 years of experience in customer success, account management, or support roles.
Experience working with B2B clients.
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 and proactive attitude.
Team player with adaptability in a fast-paced environment.

Nice To Haves

Experience with B2B clients in payments or fintech.

Responsibilities

Own and manage a portfolio of B2B merchant accounts, ensuring high satisfaction and retention.
Serve as the primary point of contact for customers’ operational and strategic needs.
Develop an understanding of customer goals and translate them into actionable plans.
Monitor customer health using tools such as Salesforce and proactively address risks.
Coordinate with Sales, Product, Support, and other internal teams 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 and effective resolution.
Track and report customer performance metrics and engagement.
Stay informed about product updates and communicate relevant changes to customers.
Contribute to internal knowledge sharing and process improvement initiatives.