Customer Success Manager

FreedomPay; Philadelphia (Philadelphia County); Hybrid; USD 65,000 - 100,000; Full time

Benefits offered by this job

Medical coverage

Prescription coverage

Dental coverage

Vision coverage

Life Insurance

Retirement plans with company match

Commission sharing plan

Flexible hybrid working environment

Parental leave

Job summary

FreedomPay is seeking a seasoned Customer Success/Account Manager for a hybrid role based in Philadelphia. You will manage multiple client engagements, lead strategic discussions, and coordinate closely with Product, Sales, and IT teams to ensure optimal outcomes for enterprise clients using the FreedomPay Commerce Platform.

The role requires 4+ years in a customer-facing SaaS environment, with strong communication, relationship-building, and problem-solving skills.

Qualifications

• Minimum of 4 years in a customer-facing role within SaaS or technology.
• Experience in payments space is preferred.
• Excellent communication and relationship-management abilities.

Responsibilities

• Build and maintain strong client relationships across the customer journey.
• Coordinate with internal teams to address production and enhancement requests.
• Ensure client satisfaction through proactive communication and timely follow-ups.
• Lead meetings with confidence and provide clear updates and recommendations.
• Navigate multiple accounts with attention to detail in a fast-paced environment.

Skills

Communication skills

Presentation skills

Time management

Problem solving

Travel flexibility

Education

Bachelor’s degree or equivalent

Tools

CRM systems

Job description

Responsibilities

The FreedomPay Commerce Platform is the technology of choice for many of the largest companies across the globe in retail, hospitality, lodging, gaming, sports and entertainment, foodservice, education, healthcare and financial services. FreedomPay’s technology has been purposely built to deliver rock solid performance in the highly complex environment of global commerce. The company maintains a world-class security environment and was first to earn the coveted validation by the PCI Security Standards Council against Point-to-Point Encryption with EMV standard in North America. FreedomPay’s robust solutions across payments, security, identity and data analytics are available in-store, online and on-mobile and are supported by rapid API adoption. The award winning FreedomPay Commerce Platform operates on a single, unified technology stack across multiple continents allowing enterprises to deliver a consistent, repeatable experience on a global scale. FreedomPay is a fast paced, high growth company with a great culture with competitive benefits and compensation with a business casual atmosphere.

Main Job Responsibilities (including but not limited to):

• Regularly assess client needs through consistent and ongoing meetings and email correspondence
• Ensure client satisfaction through timely follow-ups, proactive communication, and strong relationship management
• Manage client expectations across all stages of the customer journey by leading meetings with confidence and providing clear updates and recommendations
• Distinguish between production support items and development/enhancement requests, and work with appropriate teams internally to address
• Oversee multiple client accounts and projects at once with strong attention to detail
• Ability to command a group of individuals in a room quickly and be assertive in a public environment
• Strong internal communication skills including ability to work with all levels of the organization (Executive team, IT, Sales, Marketing, Operations and Finance)
• Work both independently and collaboratively in a fast-paced, evolving environment
• Stay current on product functionality to support client onboarding and explain technical concepts clearly

Responsibilities

The FreedomPay Commerce Platform is the technology of choice for many of the largest companies across the globe in retail, hospitality, lodging, gaming, sports and entertainment, foodservice, education, healthcare and financial services. FreedomPay’s technology has been purposely built to deliver rock solid performance in the highly complex environment of global commerce. The company maintains a world-class security environment and was first to earn the coveted validation by the PCI Security Standards Council against Point-to-Point Encryption with EMV standard in North America. FreedomPay’s robust solutions across payments, security, identity and data analytics are available in-store, online and on-mobile and are supported by rapid API adoption. The award winning FreedomPay Commerce Platform operates on a single, unified technology stack across multiple continents allowing enterprises to deliver a consistent, repeatable experience on a global scale. FreedomPay is a fast paced, high growth company with a great culture with competitive benefits and compensation with a business casual atmosphere.

Main Job Responsibilities (including but not limited to):

• Regularly assess client needs through consistent and ongoing meetings and email correspondence
• Ensure client satisfaction through timely follow-ups, proactive communication, and strong relationship management
• Manage client expectations across all stages of the customer journey by leading meetings with confidence and providing clear updates and recommendations
• Distinguish between production support items and development/enhancement requests, and work with appropriate teams internally to address
• Oversee multiple client accounts and projects at once with strong attention to detail
• Ability to command a group of individuals in a room quickly and be assertive in a public environment
• Strong internal communication skills including ability to work with all levels of the organization (Executive team, IT, Sales, Marketing, Operations and Finance)
• Work both independently and collaboratively in a fast-paced, evolving environment
• Stay current on product functionality to support client onboarding and explain technical concepts clearly

Basic Qualifications

• Bachelor’s degree in Business, Technology, or a related field, or equivalent work experience.
• Minimum of 4 years in a customer-facing role such as Customer Success, Account Management, or Consulting, managing mid-size or enterprise clients.
• Experience working within a SaaS company or technology-focused organization.

Recommended Skills And Experience

• Strong communication and presentation skills with proven leadership in customer engagement scenarios.
• Capable of understanding business requirements and guiding customers toward best practices and actionable steps.
• Demonstrated success in planning and delivering engagements, problem-solving, and collaborating across teams.
• Experience working at a company operating in the payments space
• Excellent time management, organizational, and troubleshooting skills.
• Self-starter with a collaborative mindset and strong interpersonal skills
• Familiarity with CRM systems and customer success tools
• Willingness to travel up to 20% as needed

Location

• This role is onsite in a hybrid capacity out of our office (2x/week) in Philadelphia.

As the fastest growing commerce company in the industry, we offer the opportunity for tremendous upward mobility within the company as well as development and professional growth opportunities. FreedomPay's fulltime roles provide exceptional benefits including medical, prescription, dental and vision coverage, Life Insurance, Retirement Plans with company match, commission sharing plan, flexible hybrid working environment, and great parental and other leave programs. All positions must be able to successfully pass a background check as well as a credit check.

FreedomPay is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.