Customer Success Manager, Merchant Services Full Time NEW

This is an exciting opportunity for a customer-focused professional with expertise in SaaS and payment processing to drive long-term client success within a fast-growing fintech environment. The role centers on managing strategic customer relationships, supporting merchant services initiatives, and helping clients maximize the value of integrated accounts receivable and payment solutions. You will act as a trusted advisor to finance leaders and operational stakeholders, ensuring strong product adoption, customer retention, and revenue growth across a portfolio of accounts. Working cross-functionally with Product, Risk, Finance, Customer Care, and Professional Services teams, you will help solve complex customer challenges while contributing to continuous improvements in the customer journey. This position is ideal for someone who combines relationship management skills with strong technical and payment-processing knowledge in B2B environments. The role offers the opportunity to influence customer outcomes, support digital transformation initiatives, and build long-term partnerships in a collaborative and innovation-driven culture.

Accountabilities

• Manage the full customer lifecycle, ensuring smooth transitions from onboarding to long-term adoption, retention, and account growth.
• Build and maintain strategic relationships with customers by acting as a trusted advisor and understanding their business objectives and operational needs.
• Develop and execute strategic account plans that include growth initiatives, retention strategies, KPI tracking, and customer success milestones.
• Conduct regular business reviews, enablement sessions, and customer training to support product adoption and maximize value realization.
• Collaborate with Sales, Product, Professional Services, Customer Care, and other internal teams to align customer needs with business priorities and product evolution.
• Act as the primary escalation point for complex customer issues, coordinating cross-functional resolution efforts and maintaining proactive communication throughout the process.
• Provide guidance on merchant services, payment processing workflows, pricing structures, integrations, disputes, chargebacks, risk management, and PCI/security considerations.
• Advocate for customer needs by contributing feedback on product enhancements, integrations, and operational improvements.
• Identify customer trends, operational pain points, and potential attrition risks while proposing scalable improvements to the overall customer experience.
• Support customers with ERP-integrated accounts receivable and payment workflows while helping optimize payment operations and financial processes.

Requirements

• Minimum of 5 years of experience in customer success, account management, or client-facing roles within SaaS environments, including renewal and expansion responsibilities.
• Strong background in merchant services, payment processing, or B2B financial technology solutions.
• Deep understanding of payment ecosystems including gateways, processors, acquirers, disputes, chargebacks, settlement, underwriting, pricing structures, and reconciliation processes.
• Experience advising finance leaders, CFOs, accounts receivable teams, or cash application stakeholders on operational and payment-related initiatives.
• Bachelor’s degree in Business, Marketing, Communications, Economics, or a related field, or equivalent professional experience.
• Excellent communication, presentation, relationship-building, and stakeholder management skills.
• Strong analytical mindset with the ability to understand technical workflows, solve complex customer issues, and drive data-informed decisions.
• Highly adaptable and comfortable working in fast-paced, evolving, and cross-functional environments.
• Strong organizational skills with the ability to prioritize effectively and independently manage multiple customer relationships.
• Empathetic, customer-focused, and collaborative approach with a commitment to delivering exceptional customer experiences.
• Experience with ERP-integrated AR and payment workflows, including platforms such as NetSuite, Sage Intacct, or Microsoft Dynamics, is considered an advantage.
• Familiarity with payment optimization strategies such as Level 3 processing, surcharging, or cost-of-service optimization solutions is a plus.

Benefits

• Competitive base salary ranging from CAD $90,000 to $100,000 annually.
• Total on-target earnings (OTE) potential ranging from CAD $115,000 to $125,000.
• Fully remote work environment with flexibility and work-life balance support.
• Opportunity to work within a fast-growing fintech and SaaS organization focused on innovation and digital transformation.
• Exposure to large-scale B2B payment ecosystems and enterprise customer environments.
• Collaborative and supportive workplace culture with strong cross-functional teamwork.
• Opportunities for professional growth, skill development, and career advancement.
• Inclusive and diverse work environment that values collaboration, innovation, and customer success.

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role’s core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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