[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. InterPayments is a fintech SaaS company that helps merchants and software vendors lower payment processing costs. The Customer Success Manager owns a portfolio of enterprise merchants after go-live, guiding program performance, renewals, retention, and account growth. The role also coordinates merchant requests and projects across internal teams and maintains accurate account records.

Responsibilities

• 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
• 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
• 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

Skills

• 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
• 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
• The ability to work in person with CS Leadership periodically, for planning sessions, working through open process questions, and key strategic moments, matters
• Only applicants who are legally authorized to work in the U.S. will be considered
• Ideally in B2B SaaS, fintech, or payments, or a strong willingness to learn
• 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

Benefits

• Fully remote work, with periodic in-person work with CS Leadership for planning sessions, working through open process questions, and key strategic moments.

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