Job Description

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.

Key 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

Experience and Qualifications

• 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

Candidate Attributes

• 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