Customer Success Manager

About the role

We’re looking for a Customer Success Manager who wants to help build, not just manage, a world-class customer experience. This is not a traditional “renewals and check-ins” customer success role. We’re looking for someone who:

• Thinks like an owner, not just an account manager, and enjoys solving customer problems proactively
• Buils trusted relationships with clients
• Is energized by fast-moving environments and ambiguity
• Can balance empathy with accountability
• Embraces AI and modern tools to work smarter and improve workflows
• Wants to help shape customer success processes as we scale

Responsibilities

You’ll work directly with customers after implementation to help them maximize value from the pmtbox platform. This role sits at the intersection of relationship management, operational problem-solving, communication, and customer advocacy. Expect to:

• Build strong relationships with customers and become a trusted partner
• Guide customers through onboarding transitions and early adoption
• Help clients navigate operational and workflow-related challenges and proactively identify risks, gaps, or opportunities within customer accounts
• Coordinate internally with Operations, Engineering, Product, Sales, and Leadership to resolve issues and improve the customer experience
• Aid with customer training, education, and enablement and help improve customer-facing documentation, playbooks, and processes
• Surface customer feedback and trends to help improve the product and customer journey and support retention, growth, and long-term customer satisfaction

Requirements

This is not a heavily layered corporate environment with endless meetings and rigid departments. Our team is intentionally small, collaborative, and high ownership. We move quickly because the people here are thoughtful, accountable, and willing to solve problems together.

• Take ownership and communicate proactively and clearly
• Build trust with customers and teammates
• Solve problems calmly and thoughtfully
• Identify opportunities for improvement
• Stay organized while balancing multiple priorities

Qualifications

• Have 3-7+ years of experience in customer success, account management, onboarding, client services, customer operations, or a related role
• Have experience supporting B2B SaaS, fintech, ecommerce, payments, or operational software customers
• Be comfortable communicating with both technical and non-technical stakeholders
• Manage multiple customer relationships and priorities simultaneously
• Think beyond tasks and into systems, workflows, and operational improvements
• Be naturally proactive and customer-oriented
• Stay calm, solutions-focused, and organized when things get messy
• Enjoy helping customers feel confident, informed, and supported

Skills

• Experience in fintech, ecommerce, payments, fraud, risk management, or operational workflows is helpful but not required

Benefits

Success in this role is not just “tickets answered” or “accounts managed.” Success looks like:

• Customers feeling genuinely supported and successful
• Strong customer retention and relationship health
• Clients confidently adopting and expanding their use of the platform
• Customer problems getting solved quickly and thoughtfully
• Clear communication and trust during difficult situations
• Internal teams staying aligned around customer needs
• Customer feedback driving operational and product improvements
• Clients viewing pmtbox as a premium strategic partner, not just a software vendor

Pay

Five-days-a-week in-office culture in Orem, Utah

Schedule

Competitive compensation and benefits package including enterprise-level medical, dental, vision, 401(k), and generous time off