Customer Success Manager
As a Customer Success Manager, Partners, the role involves owning a portfolio of B2B merchant relationships throughout the customer lifecycle. The individual will serve as a trusted advisor, helping merchants achieve their business goals, maximise the value of Paysafe’s solutions, and navigate the evolving payments landscape.
This role is ideal for someone who enjoys building meaningful customer relationships, solving complex business challenges, and working across teams to deliver measurable outcomes. The individual will operate independently while partnering closely with senior peers, leadership, Sales, Product, Support, and Operations, and other cross-functional teams.
- Own a portfolio of B2B merchant accounts, with accountability for customer satisfaction, engagement, health, and retention.
- Build trusted relationships with merchant stakeholders and serve as their primary advocate within Paysafe.
- Develop a strong understanding of each merchant’s business, goals, operational needs, and growth priorities.
- Create actionable success plans that connect merchant goals with Paysafe products, services, and capabilities.
- Monitor customer health, engagement, performance, and risk indicators using Salesforce and other Customer Success tools.
- Proactively identify risks and coordinate clear action plans to support retention and improve the customer experience.
- Partner with Sales, Relationship Management, Product, Support, and Operations to resolve issues and deliver effective solutions.
- Identify potential growth opportunities and collaborate with Relationship Management or Sales to determine the appropriate next steps.
- Lead merchant onboarding, training, and adoption of relevant products, tools, and best practices.
- Communicate product enhancements, industry developments, and operational changes in a clear and customer-focused manner.
- Track and report on customer performance, engagement, risks, outcomes, and opportunities.
- Contribute to process improvements, internal knowledge sharing, and initiatives that strengthen the overall merchant experience.
- Two to four years of experience in Customer Success, account management, merchant services, relationship management, or a related customer-facing role (required).
- Experience supporting B2B customers, ideally within payments, financial services, fintech, SaaS, or another technology-driven industry (required).
- Familiarity with payment platforms or providers (required).
- A working understanding of Customer Success principles, including onboarding, adoption, customer health, risk management, retention, and value realisation (required).
- Experience managing multiple customer priorities and coordinating work across internal teams (required).
- Strong written and verbal communication skills (required).
- An analytical and detail-oriented approach to customer management and problem-solving (required).
- A proactive, customer-first mindset with the ability to anticipate needs and recommend next steps (required).
- The ability to work independently while contributing to a collaborative team environment (required).
- Adaptability, curiosity, and comfort operating in a fast-paced organisation (required).
Paysafe is a global payments platform powering the experience economy, with a strong focus on the iGaming, video gaming, e-commerce, retail, travel and hospitality sectors. With 30 years of expertise in payment technology, Paysafe helps businesses and consumers lift every experience through seamless, secure payment solutions, including card payments, digital wallets such as Skrill, eCash solutions like PaysafeCard, and a suite of local payment methods. With approximately 2,900 employees across 12 countries and annualized transactional volume of $167 billion in 2025, Paysafe connects people and businesses worldwide through innovative digital payment experiences.