Customer Success Manager

Role and Purpose 

This is a high-impact, customer-facing role at the center of how InterPayments protects and grows its most important merchant relationships. You will own a defined portfolio of enterprise merchants post-go-live and become their primary point of contact for anything strategic: how their program is tracking against savings goals, questions about their contract, and what comes next for their account. 

This role reports to the Senior Manager of Customer Success and works cross-functionally with Professional Services, Support, Product, Engineering, Sales, and Finance to ensure our merchants remain compliant, optimized on fee recovery, and confident that someone at InterPayments is accountable for their outcomes.  

You value building trust and long-term relationships, enjoy consulting merchants through complex programs, and find satisfaction in turning uncertainty into relief. You are motivated by creating mutual success and comfortable owning a portfolio end to end: the strategic conversations, the day-to-day merchant requests, and the record-keeping that makes your work visible to the rest of the company. 

How You'll Make an Impact 

Your time breaks down across three areas: proactive coverage of your portfolio, reactive merchant work, and the administrative discipline that keeps your book measurable. 

Proactive Coverage 

• Program Performance Reviews: Own the full QBR cycle for your book: schedule and coordinate, research and build the report or deck, lead the conversation, and close out follow-ups. This is where merchants see the value InterPayments has delivered and where you shape what happens next. 

• Structured Check-ins: Run a lighter-cadence touch across your portfolio focused on account health and relationship strength, so issues surface before they become escalations. 

• Renewal Conversations: Lead renewal discussions that combine a program performance review with a clear terms conversation, backed by data on savings delivered and a plan for what comes next. 

• Retention Conversations: Identify at-risk accounts early, lead the conversation that addresses their concerns directly, and drive the resolution plan through to close. 

Reactive Merchant Work 

• Daily Inbox, Triage and Follow-up: Own your queue: sort and prioritize incoming merchant requests, respond with clarity and urgency, and route anything that needs another team's help. 

• Account Management: Program Questions and Support: Answer merchant questions about how their program works, run discovery when something needs investigation, and close the loop with a resolution. 

• Expansion Projects: Screen and scope new expansion opportunities with your merchants, partner with Solutions Architecture on feasibility, and hand off cleanly to Professional Services for implementation. 

• Merchant Projects: Lead non-expansion technical and program work on live accounts, from discovery through implementation handover. 

Admin and Systems of Record 

• Post-Meeting Notes, Salesforce and Jira: Document every merchant meeting promptly and accurately, and keep the systems your teammates and leadership rely on for visibility up to date. 

• Record Hygiene and Reporting Upkeep: Maintain clean account records and contribute to the trackers and dashboards that give leadership a reliable view of your portfolio's health. 

Requirements 

What We're Looking For 

• 4+ years of experience in a customer-facing Customer Success, Account Management, or Relationship Management role, including at least 1 year owning mid-market to enterprise accounts with exposure to commercial (contract) discussions, renewals, and retention. Ideally in B2B SaaS, fintech, or payments, or a strong willingness to learn. 

• Hands-on experience with AI tools; comfortable building workflows, managing agents, and leveraging AI to optimize daily routines and tasks. 

• Strong written and verbal communication skills; you can lead a room of business and technical stakeholders and explain something complex without making it feel complicated. 

• A self-starter mindset: you prioritize your own book, balance proactive and reactive demands, and don't wait to be told what needs attention. 

• Hands-on experience with CRM and customer success tooling (Salesforce or similar); comfort keeping your own records clean without being asked. 

• Based in or near the New York City area. We're a fully remote company, but our 2027 goals are ambitious and we're still building our CS function, so the ability to work in person with CS Leadership periodically, for planning sessions, working through open process questions, and key strategic moments, matters. 

Nice to Have (but Not Required) 

• Experience in payments, merchant services, or a similarly regulated, complex product environment. 
• Familiarity with APIs, webhooks, or technical integrations at a conceptual level. 
• Experience at an early-stage startup building process alongside a growing team. 

Who You Are 

• You see joining a growing fintech company as a chance to build something real, not just execute against someone else's playbook. 
• Customer-first: You genuinely care about the merchant on the other end of the conversation and put yourself in their shoes before you respond. 
• Structured and accountable: You keep a portfolio organized, follow through on what you commit to, and don't let things fall through the cracks. 
• Calm under pressure: When a renewal gets tense or an account is at risk, you're the person people want leading the conversation. 
• Curious: You ask why things work the way they do, because understanding the program is how you help a merchant get more value from it. 
• Builder-minded: You're energized by creating process where none exists yet, whether that's a QBR template, a health-scoring rubric, or a check-in cadence. 

InterPayments' Values 

• Customers and mission first: We align our goals with customer outcomes and keep their perspective central in every decision. 
• Always build trust: We focus on the long-term, assume good intent, act ethically, and are responsive and reliable in every interaction. 
• Do the hard(er) thing: We reject complacency, seek honest feedback, stay relentlessly curious, simplify complexity, and make data-driven decisions, even when it takes more work.