Customer Success Manager – Commercial Cards
New
Z
Zact Inc.Fintech, Commercial Payments
Fully remote (US), Business hoursFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- ~7 years
- Required Skills
- CRMCustomer SuccessZendesk
Requirements
- Approximately 7 years of experience in customer success, client services, or card operations.
- Meaningful experience directly supporting commercial card programs.
- Prior experience at a bank or credit union in a commercial cards capacity.
- Strong understanding of commercial card products including corporate, purchasing, virtual, and fleet programs.
- Ability to manage a live phone support queue under real-time pressure.
- Familiarity with card support workflows like disputes, chargebacks, authorization declines, and fraud escalations.
- Excellent client communication skills with the ability to translate technical issues into clear language.
- Self-starter mindset comfortable with ambiguity and building processes from scratch.
- Hands-on experience with card processing platforms (Fiserv experience is a differentiator).
- Familiarity with ACH, payment file formats, or back-office settlement processes.
- Experience with CRM or CS platforms such as Zendesk.
- Familiarity with interchange, network compliance, or card program economics.
Responsibilities
- Serve as the primary relationship owner for a portfolio of commercial card clients, managing onboarding, escalations, and ongoing health reviews.
- Man an inbound client support phone line during business hours, fielding questions and resolving card operations problems in real time.
- Field and resolve complex support requests across card issuance, transaction disputes, authorization rules, and program controls.
- Partner with card operations and product teams to triage processor-side issues and advocate for client-impacting fixes.
- Build and present business reviews (QBRs) covering utilization, exception trends, and program optimization recommendations.
- Guide clients through card program changes, including new features, network updates, and regulatory changes.
- Help build the support playbook by documenting processes, escalation paths, and resolution workflows.
- Monitor renewal health, proactively flagging at-risk accounts and collaborating on retention plays.
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