Technical Customer Success Manager
The Technical Customer Success Manager (CSM) 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.
- 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.
- 2-4 years in customer success, account management, or support roles (required)
- Experience working with B2B clients, ideally in payments or fintech (required)
- Understanding of customer success principles and tools (required)
- Ability to manage multiple priorities and collaborate cross-functionally (required)
- Strong communication and interpersonal skills (required)
- Analytical and detail-oriented mindset (required)
- Customer-first approach with a proactive attitude (required)
- Team player with adaptability in a fast-paced environment (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.