The Customer Success Manager (CSM), Direct Merchants, is 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. Key Responsibilities Owner 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 Experience and Qualifications 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 Candidate Attributes Strong communication and interpersonal skills Analytical and detail-oriented mindset Customer-first approach with a proactive attitude Team player with adaptability and a fast-paced environment Interest and merchant services and payment technologies