Customer Success Manager

Role Overview

As a Customer Success Account Manager, you will own ongoing merchant relationships after implementation, serving as a trusted advisor and strategic partner. You will drive quarterly business reviews (QBRs), ensure fee recovery optimization, manage recertification processes with Systems Integrations, collect case studies and lead efforts to renew and expand merchant accounts while minimizing churn. The role begins with a structured relationship handoff from our Professional Services team, including direct involvement in customer implementations, so you can learn solution details and individual merchant personalities.

You’ll leverage AI and automation to streamline processes, create actionable reporting, and proactively drive customer outcomes. From building robust account management processes from the ground up, to leading the renewal process and contributing to case studies, your work will create meaningful impact for both merchants and InterPayments.

Key Responsibilities

• Serve as the main post-implementation liaison for a designated enterprise merchant, building trust-based, long-term relationships.
• Be directly in the loop about the integration path and implementation for each merchant. Develop detailed knowledge of merchant needs and build rapport from day one.
• Use AI automation platforms and tools to enhance customer engagement, monitor merchant health, and inform business decisions.
• Create, refine, and maintain reports and account management processes, ensuring scalable, data-driven support for merchants.
• Be the point person on all customer reference requests by protecting our customers time but also empowering new customers to sign with us.
• Conduct quarterly business reviews (QBRs) to track fee recovery, spotlight optimization opportunities, and ensure merchant objectives remain front-and-center.
• Handle account renewals, develop proposals and business cases, and lead all strategic negotiation efforts with a focus on mutually beneficial outcomes.
• Proactively identify barriers to merchant success, collaborating across Systems Integrations, Professional Services, and Product teams to deliver timely solutions.
• Oversee and coordinate recertifications to ensure technical compliance and ongoing product excellence.
• Own churn prevention by analyzing health metrics, responding quickly to warning signs, and developing retention strategies tailored to merchant needs.
• Develop and publish case studies highlighting successful customer outcomes, partnering with marketing to showcase the impact of InterPayments’ solutions.
• Gather and synthesize merchant feedback, serving as their advocate with internal teams to drive product and process improvements.
• Track, monitor, and report on merchant health, engagement, and performance against KPIs for both internal metrics and QBRs.

What We Value & Expect

• Customers and mission first: Every decision centers on customer outcomes and our larger mission.
• Build trust: We prioritize long-term relationships—ethical, reliable, and grounded in positive intent.
• Do the hard(er) thing: We seek honest feedback, pursue data-driven solutions, and value resilience in service of simple, durable results.
• Team-oriented: We achieve more together—everyone supports each other and our customers.
• Impact-driven: Delivering tangible, meaningful results is in our DNA, with setbacks treated as learning opportunities.
• Structured decision-makers: We listen, analyze root causes, and solve for sustainable, long-term success.

Requirements

• 3+ years in a customer-facing account management, customer success, or client relationship management role, ideally in SaaS, fintech, or payments.
• Demonstrated experience with AI automation tools/platforms and a strong orientation toward leveraging technology to deliver scalable customer outcomes.
• Proven ability to create, design, and improve reports and business processes from inception through growth stages.
• Exceptional negotiation skills and experience managing renewals, expansions, and customer business case development.
• Track record of building and expanding successful B2B relationships, driving retention, upsell, and trusted advisor status.
• Experience facilitating QBRs and advising on strategic business reviews with clients.
• Strong analytical skills—comfortable using data to drive recommendations and outcomes.
• Cross-functional collaborator able to work seamlessly with Professional Services, Systems Integrations, and Product teams.
• Excellent written and verbal communication; able to translate value across both technical and business audiences.
• Self-motivated, impact-oriented, and thrive in a fast-paced, remote-first environment.
• Impeccable responsiveness, follow-through, and commitment to building trust through action.
• Exposure to or interest in authoring case studies and working with marketing to elevate customer stories.

Preferred

• Knowledge of payment processing, merchant services, or related compliance frameworks.
• Experience managing or participating in technical integrations or recertifications.

Why InterPayments

Our commitment to placing customers first, building trust, and always striving for long-term impact is core to everything we do. Here, you’ll play a vital role in shaping merchant success and driving both company and team goals forward—all within a supportive, collaborative environment that values your growth and contribution.