What are the responsibilities and job description for the Customer Success Manager position at Paysafe?
Paysafe is a leading payments platform with an extensive track record of serving merchants and consumers in the global entertainment sectors. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With 29 years of online payment experience, an annualized transactional volume of $152 billion in 2024, and approximately 3,000 employees located in 12 countries, Paysafe connects businesses and consumers across 260 payment types in 48 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments. Further information is available at www.paysafe.com.
The Customer Success Manager (CSM), Direct Merchants, is responsible for managing and growing B2B merchant relationships, ensuring a seamless customer experience across the lifecycle. The CSM drives satisfaction, retention, and operational excellence by acting as a trusted advisor and collaborating cross-functionally to deliver value. This role operates independently but in alignment with senior peers and leadership.
Key Responsibilities
Paysafe provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment. If you need any reasonable adjustments please let us know. We will be happy to help and look forward to hearing from you.
The Customer Success Manager (CSM), Direct Merchants, is responsible for managing and growing B2B merchant relationships, ensuring a seamless customer experience across the lifecycle. The CSM drives satisfaction, retention, and operational excellence by acting as a trusted advisor and collaborating cross-functionally to deliver value. This role operates independently but in alignment with senior peers and leadership.
Key Responsibilities
- Own and manage a portfolio of B2B merchant accounts, ensuring high satisfaction and retention.
- Serve as the primary point of contact for operational and strategic customer needs.
- Develop a working understanding of customer goals and translate them into actionable plans.
- Monitor customer health using tools like Salesforce and proactively address risks.
- Coordinate with internal teams (Sales, Product, Support) to resolve issues and deliver solutions.
- Identify and escalate growth opportunities to Relationship Management or Sales.
- Deliver onboarding, training, and best practices to customer teams.
- Respond to customer inquiries with a focus on timely, effective resolution.
- Track and report on customer performance metrics and engagement.
- Stay informed on product updates and communicate relevant changes to customers.
- Contribute to internal knowledge sharing and process improvement initiatives.
- 2-4years in customer success, account management, or support roles.
- Experience working with B2B clients, ideally in payments or fintech.
- Familiarity with platforms like Stripe, PayPal, Square, or similar.
- Understanding of customer success principles and tools.
- Ability to manage multiple priorities and collaborate cross-functionally.
- Candidate Attributes
- Strong communication and interpersonal skills.
- Analytical and detail-oriented mindset.
- Customer-first approach with a proactive attitude.
- Team player with adaptability in a fast-paced environment.
- Interesting merchant services and payment technologies.
Paysafe provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment. If you need any reasonable adjustments please let us know. We will be happy to help and look forward to hearing from you.