Customer Success & Implementation Manager (Payments / Merchant Services)

Alternative Horizons Group; West Palm Beach (FL); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Monthly benefits stipend

24 total paid days per year

Job summary

A growing payments company is seeking a Customer Success & Implementation Manager to onboard merchants and enhance account growth in a fast-paced payments environment. The role requires 2–5 years of experience in customer success or a related field, as well as the ability to integrate payment technology and communicate effectively. This full-time position is located on-site in downtown West Palm Beach, offering a salary of $60,000 – $80,000 and attractive benefits.

Qualifications

• Experience in customer success and account management in payments.
• Hands-on experience with payment technology and integrations.
• Strong communication skills and solution-oriented mindset.

Responsibilities

• Onboard and train merchants from agreement to go-live.
• Resolve inbound customer issues and ensure first-contact resolution.
• Design scalable customer success workflows.

Skills

Customer Success

Payments Integration

Problem Solving

Communication

Education

2–5 years in customer success or related field

Tools

CRM software

Payment Gateways (e.g., Authorize.net, NMI)

Job description

Customer Success & Implementation Manager (Payments / Merchant Services)

Customer Success & Implementation Manager (Payments / Merchant Services)

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Customer Success & Implementation Manager (Payments / Merchant Services)

On-site | Downtown West Palm Beach (Clematis St.)

We’re hiring a Customer Success & Implementation Manager to onboard merchants, deploy payment terminals and gateways (e.g., Authorize.net, NMI), and grow accounts in a payments / merchant services environment—on-site in downtown West Palm Beach.

Why this role exists

Customer Success & Implementation Manager (Payments / Merchant Services)

On-site | Downtown West Palm Beach (Clematis St.)

Base salary: $60,000 – $80,000

We’re hiring a Customer Success & Implementation Manager to onboard merchants, deploy payment terminals and gateways (e.g., Authorize.net, NMI), and grow accounts in a payments / merchant services environment—on-site in downtown West Palm Beach.

Why this role exists

Alternative Horizons Group is a fast-growing payments ISO. We need a builder—someone who will own onboarding and support now, then design the customer-success playbook that powers our growth.

What you’ll do

• Onboard and train from signed agreement through go-live; configure the platform and deploy payment terminals and gateways (e.g., Authorize.net, NMI).
• Own inbound customer issues (phone/email): triage, troubleshoot, resolve, and follow through. Aim for first-contact resolution and clear, timely communication.
• Design scalable CS workflows—ticket routing, AI chat, knowledge base—to resolve issues fast.
• Monitor account health: review transaction patterns, flag anomalies, and mitigate risk with proactive recommendations.
• Track KPIs (retention, revenue lift, churn) and turn the numbers into action.
• Drive expansion: partner with sales & marketing on upsell / cross-sell plays that grow merchant value.

You might be a fit if you

• Have 2–5 years in customer success, account management, or service delivery at a payments processor, merchant-services ISO, e-commerce SaaS, or fintech.
• Have hands-on experience integrating payment tech (terminals + gateways) and can translate the jargon into plain English.
• Excellent communicator, solution-oriented, calm under pressure, with an entrepreneurial mindset.
• Enjoy building processes from scratch and see ambiguity as opportunity—not extra work.
• Comfortable with CRMs and excited to leverage AI tools to streamline support and surface insights.
• 100% on-site at our Clematis office.
• Payments experience is preferred, not required—exceptional e-commerce/SaaS CS pros who learn fast should still apply; role scope and compensation will reflect experience.

Compensation & perks

• Base salary: $60,000 – $80,000.
• Benefits stipend: monthly, company-funded.
• Generous Paid time off: 24 total paid days per year — 17 company days (11 holidays + 5 fixed closure days + your birthday off) + 7 PTO days.
• Walkable office on Clematis; early-stage impact—your playbook becomes the standard as we scale.

How to apply

• Apply on LinkedIn (Easy Apply) and attach your résumé (PDF).
• Watch for an email from [e-mail] with a Loom link to record a ≤3-minute intro covering:

What values drive you at work

A tough client issue you solved and how you approached it

Why building CS processes from scratch excites you

• We review résumés and videos first, then schedule an in-person coffee chat on Clematis.
• Background check: Employment is contingent on a post-offer background check (identity and employment verification; role-related checks as permitted by law). We review results case-by-case and a record does not automatically disqualify you.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

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