Customer Success Manager – Commercial Cards
New
United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- ~7 years
- Required Skills
- CRMCustomer SuccessZendesk
Requirements
- ~7 years of experience in customer success, client services, or commercial card operations within banking, fintech, or financial services.
- Strong experience supporting commercial card programs such as corporate cards, purchasing cards, virtual cards, or fleet payment solutions.
- Background in a bank or credit union environment with exposure to card issuing, program management, or operations is highly preferred.
- Hands-on experience with card support workflows including disputes, chargebacks, fraud escalation, authorization declines, and card controls.
- Comfortable managing live client support interactions via phone or other real-time channels under pressure.
- Strong understanding of payment processing environments, with exposure to settlement processes, ACH, or file-based transaction systems.
- Excellent communication skills with the ability to translate complex operational issues into clear client-facing explanations.
- Experience with CRM or customer support platforms such as Zendesk or similar tools.
- Familiarity with interchange, network rules, or card program economics is a strong plus.
- Experience with Fiserv card processing systems is a significant advantage.
Responsibilities
- Own the full customer lifecycle for commercial card clients, including onboarding, ongoing support, escalations, and retention activities.
- Serve as the primary relationship manager for assigned clients, ensuring strong engagement, satisfaction, and program health.
- Provide real-time support via inbound client communication channels, resolving issues related to card usage, disputes, declines, and program controls.
- Partner with operations and product teams to troubleshoot processor-side issues and drive resolution of client-impacting problems.
- Conduct regular business reviews (QBRs) analyzing usage trends, exception activity, and optimization opportunities.
- Support clients through product updates, regulatory changes, and enhancements to card program features and controls.
- Develop and document scalable support processes, escalation paths, and operational workflows as the function evolves.
- Monitor account health metrics and proactively identify at-risk clients, driving retention strategies in collaboration with internal teams.
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