Customer Success Manager

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 - Sta...