Customer Success Manager

What You Might Work On

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
• Assist 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

How Our Team Works

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.

You’ll work closely with Founders and Leadership, Operations, Engineering, Sales, and enterprise customers. There will be ambiguity. Processes will evolve. Priorities may shift. We’re looking for people who are energized by that environment rather than frustrated by it. You won’t succeed here by waiting for someone to hand you perfectly documented instructions. You’ll succeed by:

• Taking ownership and communicating proactively and clearly
• Building trust with customers and teammates
• Solving problems calmly and thoughtfully
• Identifying opportunities for improvement
• Staying organized while balancing multiple priorities

What We’re Looking For

We care less about perfect resumes and more about capability, judgment, communication skills, curiosity, and outcomes patterns. You might be a great fit if you:

• 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
• Are comfortable communicating with both technical and non-technical stakeholders
• Can manage multiple customer relationships and priorities simultaneously
• Think beyond tasks and into systems, workflows, and operational improvements
• Are naturally proactive and customer-oriented
• Stay calm, solutions-focused, and organized when things get messy
• Enjoy helping customers feel confident, informed, and supported

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

What Success Looks Like

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
• Customers viewing pmtbox as a premium strategic partner, not just a software vendor

Why Join pmtbox

• Early-stage fintech with real momentum and VC backing by Tandem Ventures (founders behind fintech unicorns including Divvy and Finicity)
• Small team, high ownership
• Work on meaningful ecommerce and payments infrastructure
• Build alongside founders and experienced operators
• Opportunity to help define and scale a critical customer-facing function
• Five-days-a-week in-office culture in Orem, Utah
• Competitive compensation and benefits package including enterprise-level medical, dental, vision, 401(k), and generous time off

We’re looking for builders. If you want a highly structured environment where every process already exists, this probably isn’t the right fit. If you want to help create what comes next, we’d love to meet you.