Technical Success Manager, Payments
About The Position
The Technical Success Manager, Payments is responsible for guiding newly approved customers through the onboarding process to become confident, active, and thriving users of the payments system. This role acts as a trusted guide, ensuring customers move from initial approval to full adoption and retention. By combining proactive adoption coaching with responsive, consultative support, this position directly contributes to revenue growth and customer retention within the Payments division. The role involves not just conducting onboarding sessions but also building expertise and relationships to improve the overall FinTech operation.
Requirements
- 2+ years of experience in SaaS customer success, sales, or payments/FinTech.
- Experience in a metric-driven environment.
- Ability to own a book of business.
- Comfortable leading live Zoom walkthroughs and training sessions.
- Ability to communicate product value in plain language tied directly to customer pain points.
- Strong written and verbal communication skills.
- Ability to adjust communication approach for diverse audiences.
- Natural at cross-functional collaboration with CAEs, Support, Product, and other TSMs.
- Detail-oriented with strong data hygiene habits.
- Accurate activity logging and record keeping.
Nice To Haves
- Hands-on experience with JobNimbus or similar field service platforms.
Responsibilities
- Deliver structured 45-minute Payments onboarding sessions to newly approved customers.
- Drive net activation and adoption, moving customers from low-usage or ramping status to fully adopted.
- Identify and proactively engage non-processing and low-usage customers, documenting objections and surfacing patterns to leadership.
- Partner closely with Customer Account Executives (CAEs) on reactive product guidance, troubleshooting, and customer-specific questions.
- Send thorough post-session follow-ups with resources, submit required tickets, and schedule additional sessions as needed.
- Log structured non-usage reasons weekly and collaborate cross-functionally with FTOps, TAMs, and CAEs.
- Ensure a seamless customer experience from approval through onboarding and beyond.
Benefits
- Equal opportunity employer status.
- Affirmative action employer status.
- Potential for criminal background check and/or drug screen.
- Accommodation for disabilities or special needs.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
