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

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

- Bachelor’s degree in Business Administration, Finance, Marketing, or related field - Proven track record of success in customer success, account management, or client services - Excellent communication and interpersonal skills - Strong analytical and problem-solving abilities

Skills

- Customer success, account management, or client services experience - Financial technology workflows, risk considerations, and enterprise SaaS environments - Scalable customer success programs, KPIs, and health scoring frameworks - Strategic relationship management and value-focused upsell opportunities - Enterprise implementations or complex integrations - Salesforce, Zendesk, HubSpot, or specialized FinTech/CS platforms

Benefits

- Competitive salary range of $82,000 and $113,000 annually - Full benefit options including health, vision, dental, 401k and other benefits

Pay

- Competitive salary range of $82,000 and $113,000 annually

Schedule

- Hybrid schedule based in Dallas, Texas