Customer Success Manager

About the role

The Customer Success Manager will strengthen customer relationships, optimize onboarding, and drive long-term platform adoption for banks, payment processors, and enterprise partners. This full-time leadership role will guide customer experience, retention, and operational efficiency as the organization scales its platform across financial institutions and enterprise clients.

Responsibilities

• Oversee a team of account managers and implementation specialists
• Develop customer success processes
• Implement metrics that deepen client engagement and reduce churn
• Work closely with product, compliance, and engineering teams to ensure customer feedback directly influences roadmap decisions
• Build scalable customer success programs, define KPIs, and develop health scoring frameworks
• Drive adoption and expansion within existing accounts through strategic relationship management and value-focused upsell opportunities
• Manage escalations, run executive-level conversations, and influence cross-functional decisions
• Lead teams that support enterprise implementations or complex integrations
• Thrive in fast-moving, high-growth organizations where customer expectations and compliance needs are high

Requirements

• 8–12 years of customer success, account management, or client services experience, including leadership roles within FinTech, payments, or financial services
• Strong understanding of payment systems, financial operations, regulatory considerations, or enterprise SaaS environments
• Proven ability to build scalable customer success programs, define KPIs, and develop health scoring frameworks
• Experience driving adoption and expansion within existing accounts through strategic relationship management and value-focused upsell opportunities
• Skilled at managing escalations, running executive-level conversations, and influencing cross-functional decisions
• Experience leading teams that support enterprise implementations or complex integrations
• Familiarity with tools such as Salesforce, Zendesk, HubSpot, or specialized FinTech/CS platforms
• Ability to thrive in fast-moving, high-growth organizations where customer expectations and compliance needs are high

Qualifications

The ideal candidate is a strong operator who understands financial technology workflows, risk considerations, and the high expectations of enterprise buyers. This position is based in Dallas, Texas, with hybrid flexibility.

Skills

• Customer success, account management, or client services experience
• Leadership experience within FinTech, payments, or financial services
• Understanding of payment systems, financial operations, regulatory considerations, or enterprise SaaS environments
• Ability to build scalable customer success programs, define KPIs, and develop health scoring frameworks
• Experience driving adoption and expansion within existing accounts through strategic relationship management and value-focused upsell opportunities
• Management skills for handling escalations, running executive-level conversations, and influencing cross-functional decisions
• Experience leading teams that support enterprise implementations or complex integrations
• Proficiency with tools such as Salesforce, Zendesk, HubSpot, or specialized FinTech/CS platforms

Benefits

This permanent position offers a competitive salary range of $82,000 and $113,000 annually, plus full benefit options including health, vision, dental, 401k and other benefits.

Pay

$82,000 - $113,000 annually

Schedule

Hybrid flexibility