Enterprise Customer Success Manager

New

FreedomPayPayments, fintech

This position may be based out of our Philadelphia headquarters or remotely from one of our approved employment states.Full-TimeManager

Salary not disclosed

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Job Details

Experience: Minimum of 7+ years of experience in Customer Success, Strategic Account Management, Consulting, Relationship Management, or a similar customer-facing role.
Required Skills: Project ManagementCustomer SuccessData analytics

Bachelor's degree in Business, Technology, Communications, or a related field, or equivalent professional experience.
At least 7 years of experience in Customer Success, Strategic Account Management, Consulting, Relationship Management, or a similar customer-facing role.
Experience managing enterprise, strategic, or global customer accounts within a SaaS, technology, fintech, or payments organization.
Demonstrated success working with executive-level stakeholders and influencing decisions across complex organizations.
Experience driving customer retention, adoption, satisfaction, and growth in complex customer environments.
Strong communication, presentation, facilitation, and relationship management skills.
Problem-solving and project management capabilities, including navigating complex customer issues and cross-functional initiatives.
Proficiency with CRM platforms, customer success tools, and data-driven account management practices.
Experience leveraging AI-powered tools, automation, and analytics to improve customer engagement and operational efficiency.
Ability to support multinational customers in a fast-paced, customer-focused environment.
Travel up to 20% as required.

Serve as the strategic advisor and trusted partner for enterprise and global customer accounts, building relationships with stakeholders at all levels.
Develop and execute customer success strategies that drive adoption, retention, customer satisfaction, and long-term business growth.
Conduct regular business reviews, provide consultative recommendations, and align FreedomPay solutions with customers' evolving business objectives.
Manage account operations, including issue resolution, escalations, onboarding, change management, and ongoing support.
Collaborate with Sales, Product, Operations, Support, and Implementation teams to align on customer priorities and outcomes.
Identify customer risks, gather feedback, advocate for enhancements, and drive service improvements.
Use AI-powered tools, automation, and data-driven insights to improve customer engagement, efficiency, reporting, and scalability.
Identify account growth opportunities and partner with sales teams on renewals, upsell initiatives, and strategic account planning.
Maintain expertise in FreedomPay products, the payments ecosystem, and industry trends to guide customers.
Travel up to 20% as required for customer meetings, business reviews, and industry events.

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