Customer Success Manager, Enterprise

United States Digital Space LLC; Douglasville (GA); Hybrid; USD 90,000 - 140,000; Full time

Job summary

United States Digital Space LLC is seeking an experienced Customer Success Manager to manage a book of enterprise customers and deliver proactive workshops, business reviews, and payments insights. You will partner with sales, technical teams, and operations to ensure customers realize maximum value and growth from our platform.

The role requires a detail-oriented, curious professional who can translate complex product data into actionable insights and drive customer satisfaction, retention, and

Qualifications

• 4+ years in a client-facing role in Enterprise relationship management or similar.
• Experience leading technical discussions and persuading action based on value.
• Strong executive presence and ability to present to multiple stakeholders.

Responsibilities

• Partner with account executives and technical teams to support post-sale engagements with enterprise customers.
• Manage a book of enterprise customers to drive account health, adoption, renewals, and growth.
• Serve as a trusted payments and product advisor delivering insights and performance metrics.
• Conduct business reviews, align on user priorities, and share product roadmap guidance.
• Advocate for customers with Product, Engineering, Support, Marketing, and Sales to improve the user experience.
• Support expansion by identifying opportunities to grow customer success.

Skills

Enterprise relationship management

Technical product conversations

Executive presence/presentation

Job description

Who we are

About the company

the company is a financial infrastructure platform for businesses. Millions of companies—from the world's largest enterprises to the most ambitious startups—use the company to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career.

About the team

the company's Customer Success Managers (CSM) oversee the post-sales lifecycle for the company users, ensuring they realize the maximum value of their investment. This partnership drives user success, increases retention and expansion, and supports mutually beneficial renewal outcomes. Few roles provide such a direct impact on the growth of the company.

What you'll do

We are looking for a motivated and curious professional to manage a book of enterprise customers. The CSM will deliver proactive workshops, business reviews, payments insights, and thought leadership to help users grow their business.

The ideal candidate is detail-oriented and meticulous, and enjoys engaging customers to investigate issues and deliver insights. This role involves working closely with sales, technical account managers, and operations teams to engage customers in product, payment, and technical conversations.

Responsibilities

• Partner closely with account executives and technical account managers to support post-sale engagements focused on the optimization, retention, and growth of the company's enterprise customers

• Manage a book of customers to drive overall account health including performance, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction

• Serve as a trusted payments and product advisor to managed customers by delivering payment performance and industry insights

• Perform business reviews to align on user priorities, review payments performance metrics, share the company product roadmap, and provide guidance on how to optimize the value from the company

• Advocate for the customer to internal stakeholders. Share customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the the company user experience

• In coordination with an account team, support book expansion—identifying and surfacing opportunities to ensure customers are successful

Who you are

We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

• 4+ years of experience in a client-facing role in Enterprise relationship management, partnering with large, global, and complex organizations, working with a technical product

• Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions

• Strong executive presence and presentation skills, particularly for in-person meetings with multiple stakeholders

• Proven track record of achieving targets and goals, preferably in a sales setting

• Has handled difficult customers or situations and can demonstrate resolutions

• The motivation and flexibility to work well in a high-growth environment where things change quickly

Preferred Qualifications

• History of success as a consultant, pre-sales, technical account management, or equivalent

• Strong business sense and understanding of underlying drivers and strategy of our user's businesses

• Track record of managing large, complex projects and programs

• Prior experience in a Payments or FinTech environment