Overview
Paysafe is hiring for a Customer Success Manager (CSM), Direct Merchants, responsible for managing and growing B2B merchant relationships, ensuring a seamless customer experience across the lifecycle. The CSM drives satisfaction, retention, and operational excellence by acting as a trusted advisor and collaborating cross-functionally to deliver value. This role operates independently but in alignment with senior peers and leadership.
Responsibilities
* Own and manage a portfolio of B2B merchant accounts, ensuring high satisfaction and retention.
* Serve as the primary point of contact for operational and strategic customer needs.
* Develop a working understanding of customer goals and translate them into actionable plans.
* Monitor customer health using tools like Salesforce and proactively address risks.
* Coordinate with internal teams (Sales, Product, Support) to resolve issues and deliver solutions.
* Identify and escalate growth opportunities to Relationship Management or Sales.
* Deliver onboarding, training, and best practices to customer teams.
* Respond to customer inquiries with a focus on timely, effective resolution.
* Track and report on customer performance metrics and engagement.
* Stay informed on product updates and communicate relevant changes to customers.
* Contribute to internal knowledge sharing and process improvement initiatives.
What we’re looking for
* 2-4 years in customer success, account management, or support roles.
* Experience working with B2B clients, ideally in payments or fintech.
* Familiarity with platforms like Stripe, PayPal, Square, or similar.
* Understanding of customer success principles and tools.
* Ability to manage multiple priorities and collaborate cross-functionally.
* Strong communication and interpersonal skills.
* Analytical and detail-oriented mindset.
* Customer-first approach with a proactive attitude.
* Team player with adaptability in a fast-paced environment.
* Interest in merchant services and payment technologies.
A snippet of what you’ll get in return
* Make your day work for you with our flexible working hours.
* You decide what your holiday looks like with the option to buy or sell your holiday and carry over up to 5 days into the next year.
* Enjoy social events on our roof top terrace with views onto St Pauls Cathedral.
* Our fully equipped facilities include showers, hairdryers and straighteners and fresh towels.
* Start your day with a free breakfast, fresh fruit and snacks.
* Take a breather in our dedicated wellbeing room.
* Spend time with those important to you with our enhanced paid family policies.
* Test our products Skrill and Neteller. Upon joining we will award you £50 into each wallet.
* Enjoy our discounts on memberships via vitality including, gyms, leisure centres, yoga/Pilates across the country.
* Need a new Laptop or TV? We offer support purchasing Apple and LG products via Stormfront technology.
* Join our six employee-led equality communities and help foster a workplace that celebrates diversity and create opportunities to collaborate and learn.
* Give back to the community with four paid charity days.
* Kickstart your weekend early with our summer hours during the months of June, July and August with a 3pm finish every Friday.
* Let’s not forget, we also offer: Private health insurance (pre-existing conditions are included) & dental insurance, income protection, life assurance and more.
What to expect next
* Phone screen with Recruitment.
* Video interview with the Hiring Manager.
* In-person interview
* Final HR interview with Recruitment.
Equal Employment Opportunity
Paysafe is an equal opportunity employer. We value diversity and are committed to providing a work environment of mutual respect to everyone without regard to race, color, religion, national origin, age, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances.
Job details
* Seniority level: Not Applicable
* Employment type: Full-time
* Job function: Sales, Business Development, and Customer Service
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