Customer Success Manager

JR United Kingdom; Cheltenham; On-site; GBP 40,000 - 60,000; Full time

Job summary

A growing payments technology firm is seeking a Customer Success Manager to enhance client relationships and support technical implementations. This hybrid role will be crucial in delivering a high-quality experience to enterprise clients, with a focus on onboarding, client engagement, and project management.

Qualifications

• 3–5 years’ experience in a client-facing role.
• Strong understanding of payments infrastructure.
• Familiar with ticketing and project management tools.

Responsibilities

• Own the post-sales relationship with assigned clients.
• Provide technical support for API integrations.
• Contribute to internal feedback loops.

Skills

Problem Solving

Communication

Client Relationship Management

Tools

Jira

Job description

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A growing payments technology firm is looking for a Customer Success Manager to expand its existing client success team. This role combines client relationship management with hands-on technical support and project coordination, playing a critical part in delivering a high-quality experience to enterprise clients across the payments value chain.

The Role

This is a hybrid role at the intersection of technology, service, and delivery. You’ll be the primary contact for a portfolio of strategic clients—ensuring smooth onboarding, supporting technical implementations, managing issues through resolution, and driving ongoing engagement. You’ll work closely with internal stakeholders across product, engineering, and compliance, acting as the client’s voice within the business.

Key Responsibilities

• Own the post-sales relationship with assigned clients, ensuring a smooth onboarding and implementation process.
• Provide hands-on support for API integrations and platform configuration, escalating issues internally where needed.
• Manage client projects and service requests using tools like Jira, ensuring accurate tracking and timely delivery.
• Act as a trusted advisor to clients, helping them navigate the technical aspects of the platform and get the most value from the service.
• Liaise with cross-functional teams to manage escalations, communicate updates, and deliver continuous improvement.
• Contribute to internal feedback loops to inform product development and enhance the client experience.
• Maintain a proactive approach to service delivery, identifying risks before they become issues.

Ideal Candidate Profile

• 3–5 years’ experience in a client-facing role, ideally within the payments industry.
• Strong understanding of payments infrastructure—you know the difference between issuers, processors, acquirers, and schemes
• Confident managing integrations and technical discussions with both business and technical stakeholders.
• Familiar with ticketing and project management tools such as Jira.
• Excellent problem-solving skills, with a collaborative and solution-oriented mindset.
• Strong communicator, able to manage expectations and build trust across both client and internal teams.
• Comfortable working remotely within a fast-paced, growing environment.