Customer Success Manager

Customer Success Manager

Paysafe is looking for a Customer Success Manager, ISV Partnerships, to join our team to drive customer experience within our partners vertical. This role is based in Jacksonville, Florida and offers a blend of 3 in office working days and 2 remote working days during the work week.

We're looking for a Customer Success Manager (CSM) to manage relationships with our key ISV (Independent Software Vendors) partners. This role is about more than just account management—it's about helping our partners grow their portfolios, resolve merchant pain points, and get the most out of our platform for the best client experience.

You'll work closely with our top ISV partners to understand their business, support their teams, and ensure they have what they need to be successful. You'll also serve as a key voice internally, advocating for partner needs with our product, support, and operations teams.

What You'll Do

• Building and maintaining strong, long-lasting customer relationships, acting as their main point of contact for operational needs and ensuring the best client experience
• Developing a deep understanding of customer needs and requirements
• Monitor partner health using tools like Salesforce and internal data, and proactively address any issues or friction points
• Ensuring the timely and successful delivery of solutions according to customer needs and objectives
• Identifying opportunities for growth within existing customer accounts and liaise with the AM team accordingly.
• Provide training and resources to ISO sales agents and support staff, both 1:1 and in group sessions
• Share best practices to help partners onboard merchants more efficiently and reduce support case volume
• Proven ability to collaborate and coordinate with cross-functional teams, such as sales, marketing, product, engineering, etc., to ensure alignment and deliver value to customers
• Keeping up-to-date with product developments and updates

Experience Required

• At least three years of experience as a customer success manager or similar role in the payment industry, with a proven track record of increasing customer satisfaction and retention.
• Experience supporting reseller or channel partnerships
• Familiarity with payment platforms and technologies, such as Nuvei, Worldpay, Stripe, PayPal, Square, etc., and the ability to troubleshoot and resolve technical issues.
• Knowledge of best practices and trends in customer success, such as customer journey mapping, customer advocacy, feedback collection, etc.
• Commercial awareness, experience of understanding contracts, fee structures, opportunities for the prevention of revenue leakage/optimisation
• Proven ability to collaborate and coordinate with cross-functional teams, such as sales, marketing, product, engineering, etc., to ensure alignment and deliver value to customers.

Candidate Attributes

• Understanding of merchant services, terminals, gateways, and payment processing terms
• Familiarity with support operations or ticket triage models
• Excellent communication skills, both written and verbal, to convey information clearly and persuasively.
• Strong problem-solving skills, with the ability to analyse data and identify root causes and solutions.
• Customer-oriented mindset, with the desire to understand customer needs and expectations and deliver value.
• Collaborative spirit, with the ability to work effectively with cross-functional teams and stakeholders.
• Proactive attitude, with the initiative to seek feedback, learn from mistakes, and improve performance.
• Adaptability, with the flexibility to handle changing priorities and demands in a fast-paced environment.

Nearest Major Market: Jacksonville