Customer Success Manager

<div class="content-intro"><p>InterPayments is a San Francisco, CA-based, FinTech SaaS company sitting at the exciting intersection of payments and data intelligence. Our Mission is to empower merchants and the software vendors they use to lower payment processing costs. We create innovative data services that Fortune 1000 companies rely upon to lower fees by putting payments in competition on every swipe.  </p>
<p>We empower dedicated team-first individuals who are driven to solve problems to foster innovation, perform at their highest potential, and make a meaningful impact - while creating meaningful relationships along the way.</p></div><h4><strong><span data-contrast="none"><span data-ccp-parastyle="heading 1">Role and Purpose</span></span><span data-ccp-props="{"335559738":320,"335559739":140}"> </span></strong></h4>
<p><span data-contrast="auto">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.</span><span data-ccp-props="{"335559739":140}"> </span></p>
<p><span data-contrast="auto">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. </span><span data-ccp-props="{"335559739":140}"> </span></p>
<p><span data-contrast="auto">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.</span><span data-ccp-props="{"335559739":140}"> </span></p>
<p><span data-contrast="none"><span data-ccp-parastyle="heading 1">How You'll Make an Impact</span></span><span data-ccp-props="{"335559738":320,"335559739":140}"> </span></p>
<p><span data-contrast="auto">Your time breaks down across three areas: proactive coverage of your portfolio, reactive merchant work, and the administrative discipline that keeps your book measurable.</span><span data-ccp-props="{"335559739":140}"> </span></p>
<p><strong><span data-contrast="auto">Proactive Coverage</span></strong><span data-ccp-props="{"335559738":220,"335559739":80}"> </span></p>
<ul>
<li data-leveltext="•" data-font="" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":504,"335559991":288,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><strong><span data-contrast="auto">Program Performance Reviews: </span></strong><span data-contrast="auto">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.</span><span data-ccp-props="{"335559739":90}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":504,"335559991":288,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><strong><span data-contrast="auto">Structured Check-ins: </span></strong><span data-contrast="auto">Run a lighter-cadence touch across your portfolio focused on account health and relationship strength, so issues surface before they become escalations.</span><span data-ccp-props="{"335559739":90}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":504,"335559991":288,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><strong><span data-contrast="auto">Renewal Conversations: </span></strong><span data-contrast="auto">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.</span><span data-ccp-props="{"335559739":90}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":504,"335559991":288,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><strong><span data-contrast="auto">Retention Conversations: </span></strong><span data-contrast="auto">Identify at-risk accounts early, lead the conversation that addresses their concerns directly, and drive the resolution plan through to close.</span><span data-ccp-props="{"335559739":90}"> </span></li>
</ul>
<p><strong><span data-contrast="auto">Reactive Merchant Work</span></strong><span data-ccp-props="{"335559738":220,"335559739":80}"> </span></p>
<ul>
<li data-leveltext="•" data-font="" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":504,"335559991":288,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1"><strong><span data-contrast="auto">Daily Inbox, Triage and Follow-up: </span></strong><span data-contrast="auto">Own your queue: sort and prioritize incoming merchant requests, respond with clarity and urgency, and route anything that needs another team's help.</span><span data-ccp-props="{"335559739":90}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":504,"335559991":288,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1"><strong><span data-contrast="auto">Account Management: Program Questions and Support: </span></strong><span data-contrast="auto">Answer merchant questions about how their program works, run discovery when something needs investigation, and close the loop with a resolution.</span><span data-ccp-props="{"335559739":90}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":504,"335559991":288,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1"><strong><span data-contrast="auto">Expansion Projects: </span></strong><span data-contrast="auto">Screen and scope new expansion opportunities with your merchants, partner with Solutions Architecture on feasibility, and hand off cleanly to Professional Services for implementation.</span><span data-ccp-props="{"335559739":90}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":504,"335559991":288,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="8" data-aria-level="1"><strong><span data-contrast="auto">Merchant Projects: </span></strong><span data-contrast="auto">Lead non-expansion technical and program work on live accounts, from discovery through implementation handover.</span><span data-ccp-props="{"335559739":90}"> </span></li>
</ul>
<p><strong><span data-contrast="auto">Admin and Systems of Record</span></strong><span data-ccp-props="{"335559738":220,"335559739":80}"> </span></p>
<ul>
<li data-leveltext="•" data-font="" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":504,"335559991":288,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="9" data-aria-level="1"><strong><span data-contrast="auto">Post-Meeting Notes, Salesforce and Jira: </span></strong><span data-contrast="auto">Document every merchant meeting promptly and accurately, and keep the systems your teammates and leadership rely on for visibility up to date.</span><span data-ccp-props="{"335559739":90}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":504,"335559991":288,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="10" data-aria-level="1"><strong><span data-contrast="auto">Record Hygiene and Reporting Upkeep: </span></strong><span data-contrast="auto">Maintain clean account records and contribute to the trackers and dashboards that give leadership a reliable view of your portfolio's health.</span><span data-ccp-props="{"335559739":90}"> </span></li>
</ul>
<h4><span data-contrast="none"><span data-ccp-parastyle="heading 1">Requirements</span></span><span data-ccp-props="{"335559738":320,"335559739":140}"> </span></h4>
<p><strong><span data-contrast="auto">What We're Looking For</span></strong><span data-ccp-props="{"335559738":220,"335559739":80}"> </span></p>
<ul>
<li data-leveltext="•" data-font="" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":504,"335559991":288,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="11" data-aria-level="1"><span data-contrast="auto">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.</span><span data-ccp-props="{"335559739":90}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":504,"335559991":288,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="12" data-aria-level="1"><span data-contrast="auto">Hands-on experience with AI tools; comfortable building workflows, managing agents, and leveraging AI to optimize daily routines and tasks.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":504,"335559991":288,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="13" data-aria-level="1"><span data-contrast="auto">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.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":504,"335559991":288,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="14" data-aria-level="1"><span data-contrast="auto">A self-starter mindset: you prioritize your own book, balance proactive and reactive demands, and don't wait to be told what needs attention.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":504,"335559991":288,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="15" data-aria-level="1"><span data-contrast="auto">Hands-on experience with CRM and customer success tooling (Salesforce or similar); comfort keeping your own records clean without being asked.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":240,"335559739":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":504,"335559991":288,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="16" data-aria-level="1"><span data-contrast="auto">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.</span><span data-ccp-props="{}"> </span></li>
</ul>
<p><strong><span data-contrast="auto">Nice to Have (but Not Required)</span></strong><span data-ccp-props="{"335559738":220,"335559739":80}"> </span></p>
<ul>
<li><span data-contrast="auto">Experience in payments, merchant services, or a similarly regulated, complex product environment.</span><span data-ccp-props="{"335559739":90}"> </span></li>
<li><span data-contrast="auto">Familiarity with APIs, webhooks, or technical integrations at a conceptual level.</span><span data-ccp-props="{"335559739":90}"> </span></li>
<li><span data-contrast="auto">Experience at an early-stage startup building process alongside a growing team.</span><span data-ccp-props="{"335559739":90}"> </span></li>
</ul>
<h4><span data-contrast="none"><span data-ccp-parastyle="heading 1">Who You Are</span></span><span data-ccp-props="{"335559738":320,"335559739":140}"> </span></h4>
<ul>
<li><span data-contrast="auto">You see joining a growing fintech company as a chance to build something real, not just execute against someone else's playbook.</span><span data-ccp-props="{"335559739":140}"> </span></li>
<li><span data-contrast="auto">Customer-first: You genuinely care about the merchant on the other end of the conversation and put yourself in their shoes before you respond.</span><span data-ccp-props="{"335559739":90}"> </span></li>
<li><span data-contrast="auto">Structured and accountable: You keep a portfolio organized, follow through on what you commit to, and don't let things fall through the cracks.</span><span data-ccp-props="{"335559739":90}"> </span></li>
<li><span data-contrast="auto">Calm under pressure: When a renewal gets tense or an account is at risk, you're the person people want leading the conversation.</span><span data-ccp-props="{"335559739":90}"> </span></li>
<li><span data-contrast="auto">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.</span><span data-ccp-props="{"335559739":90}"> </span></li>
<li><span data-contrast="none">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.</span><span data-ccp-props="{"335559739":90}"> </span></li>
</ul>
<h4><span data-contrast="none"><span data-ccp-parastyle="heading 1">InterPayments' Values</span></span><span data-ccp-props="{"335559738":320,"335559739":140}"> </span></h4>
<ul>
<li><span data-contrast="auto">Customers and mission first: We align our goals with customer outcomes and keep their perspective central in every decision.</span><span data-ccp-props="{"335559739":90}"> </span></li>
<li><span data-contrast="auto">Always build trust: We focus on the long-term, assume good intent, act ethically, and are responsive and reliable in every interaction.</span><span data-ccp-props="{"335559739":90}"> </span></li>
<li><span data-contrast="auto">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.</span><span data-ccp-props="{"335559739":90}"> </span></li>
</ul><div class="content-pay-transparency"><div class="pay-input"><div class="title">Remote pay range</div><div class="pay-range"><span>$100,000</span><span class="divider">—</span><span>$125,000 USD</span></div></div></div><div class="content-conclusion"><p>InterPayments’ core values are the building blocks of how we achieve our mission: Obsess about our Customers’ and Partners’ Needs; Be Relentless, Resilient, and Responsive; Collaborate with Teammates, Customers, and Partners; Act with Integrity and Empathy; Outperform your Potential; and Communicate Honestly and Respectfully. </p>
<div> </div>
<div><strong data-olk-copy-source="MessageBody">Remote Work Eligibility:</strong></div>
<div>This position is open to candidates who are located in the United States. All remote roles are limited to U.S.- based residents, and the company does not sponsor visas or employ individuals who require work authorization outside of the United States. Only applicants who are legally authorized to work in the U.S. will be considered.</div>
<p> </p>
<p><em>InterPayments is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status, and encourage all qualified applicants to apply.</em></p></div>