Customer Success Manager

FreedomPay, Inc.; Philadelphia, Northern (Philadelphia County, KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical insurance

Dental Insurance

Vision Insurance

Life Insurance

Retirement plan with company match

Commission sharing plan

Flexible hybrid working environment

Parental and other leave programs

Job summary

FreedomPay looks for a Customer Success Manager to oversee mid-size to enterprise accounts from our Philadelphia office in a hybrid setup (2 days on site weekly). You will build strong client relationships, drive product adoption, and coordinate across IT, Sales, Marketing, and Operations.

Requirements include a bachelor’s degree, 4+ years in customer-facing SaaS roles, and experience in payments. Travel up to 20% may be required. We offer comprehensive benefits and a flexible work environment.

Qualifications

• Bachelor’s degree or equivalent experience required.
• Minimum 4 years in a customer-facing role (CS, AM, or consulting).
• Experience in a SaaS company; payments space is a plus.

Responsibilities

• Regularly assess client needs via meetings and email.
• Ensure client satisfaction with proactive communication and strong relationships
• Manage client expectations across the customer journey with leadership in meetings
• Distinct production support vs. development requests and coordinate with internal teams
• Oversee multiple accounts/projects with attention to detail
• Command a group in meetings and be assertive in public settings
• Communicate effectively with executives, IT, Sales, Marketing, Operations and Finance
• Work independently and collaboratively in a fast-paced environment
• Stay current on product functionality to support onboarding and explain concepts clearly

Skills

Client relationship management

Account management

SaaS expertise

Communication skills

Leadership

Education

Bachelor’s degree in Business/Technology/related field

Tools

CRM systems

Customer success tools

Job description

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
• Manageclient 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.