Customer Success Manager, Merchant Services
New
CanadaFull-TimeManager
Salary90,000 - 100,000 CAD per year
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Job Details
- Experience
- Minimum of 5 years
- Required Skills
- Microsoft DynamicsAccount ManagementCustomer SuccessSaaSNetSuite
Requirements
- Minimum of 5 years of experience in customer success, account management, or client-facing roles within SaaS environments, including renewal and expansion responsibilities.
- Strong background in merchant services, payment processing, or B2B financial technology solutions.
- Deep understanding of payment ecosystems including gateways, processors, acquirers, disputes, chargebacks, settlement, underwriting, pricing structures, and reconciliation processes.
- Experience advising finance leaders, CFOs, accounts receivable teams, or cash application stakeholders on operational and payment-related initiatives.
- Bachelor’s degree in Business, Marketing, Communications, Economics, or a related field, or equivalent professional experience.
- Excellent communication, presentation, relationship-building, and stakeholder management skills.
- Strong analytical mindset with the ability to understand technical workflows, solve complex customer issues, and drive data-informed decisions.
- Highly adaptable and comfortable working in fast-paced, evolving, and cross-functional environments.
- Strong organizational skills with the ability to prioritize effectively and independently manage multiple customer relationships.
- Empathetic, customer-focused, and collaborative approach with a commitment to delivering exceptional customer experiences.
Responsibilities
- Manage the full customer lifecycle, ensuring smooth transitions from onboarding to long-term adoption, retention, and account growth.
- Build and maintain strategic relationships with customers by acting as a trusted advisor and understanding their business objectives and operational needs.
- Develop and execute strategic account plans that include growth initiatives, retention strategies, KPI tracking, and customer success milestones.
- Conduct regular business reviews, enablement sessions, and customer training to support product adoption and maximize value realization.
- Collaborate with Sales, Product, Professional Services, Customer Care, and other internal teams to align customer needs with business priorities and product evolution.
- Act as the primary escalation point for complex customer issues, coordinating cross-functional resolution efforts and maintaining proactive communication throughout the process.
- Provide guidance on merchant services, payment processing workflows, pricing structures, integrations, disputes, chargebacks, risk management, and PCI/security considerations.
- Advocate for customer needs by contributing feedback on product enhancements, integrations, and operational improvements.
- Identify customer trends, operational pain points, and potential attrition risks while proposing scalable improvements to the overall customer experience.
- Support customers with ERP-integrated accounts receivable and payment workflows while helping optimize payment operations and financial processes.
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