Executive Enterprise CSM | Growth & Strategic Partnerships

Aeropay; Chicago, Northern (IL, KY); Hybrid; USD 140,000 - 160,000; Full time

Benefits offered by this job

Medical, Dental & Vision

Maternity/Paternity Leave

401(k) Employer Match

Flexible PTO

Job summary

Aeropay, a Chicago-based fintech, seeks an Enterprise Customer Success Manager to own Tier 1 relationships with executive sponsors, driving retention, expansion and account health from an autonomous, strategic stance.

You will partner with CSMs, lead executive reviews, negotiate renewals, monitor risk, and build long-term plans that align product capabilities with measurable business outcomes in a fast-paced payments environment.

Qualifications

• 8-12 years of experience in strategic account management or enterprise customer success or related client-facing roles.
• Experience partnering directly with a founder or C-suite executive is a strong plus.
• Exceptional executive presence, with a track record of building trust and credibility among C-suite stakeholders.
• Strategic thinker with strong business acumen - highly consultative rather than transactional.
• Naturally influential, with strong written and verbal communication skills.
• Highly organized and able to manage competing priorities across multiple accounts.
• Bias toward action and accountability, with a proven track record of driving impactful initiatives to completion.

Responsibilities

• Own the strategy and relationships for a portfolio of Tier 1 merchant accounts, serving as the executive sponsor and primary point of accountability
• Develop long-term account strategies that drive retention, growth and expansion, including upsell, increased share of wallet and volume growth
• Own portfolio economics, including forecasting, margin health and scope control tied to renewal negotiations
• Partner with an assigned Customer Success Manager (CSM), who owns all day-to-day tactical work
• Serve as a subject matter expert that Tier 2 teams can lean on for guidance on complex account needs
• Lead conversations with executive stakeholders -including CEOs, Presidents and C-suite executives -building credibility and trust at speed
• Maintain deep, long-term relationships across multiple levels of an organization -including high-touch, in-person engagement -to expand beyond day-to-day contacts and foster executive alignment
• Confidently present business reviews, roadmaps and strategic recommendations to senior audiences
• Understand each merchant's unique business objectives and connect product capabilities to measurable business outcomes
• Monitor exposure and fraud risk across assigned accounts, anticipating issues and developing proactive mitigation plans
• Navigate renewals, pricing discussions, escalations and contract conversations as a skilled negotiator
• Identify and drive expansion opportunities, growing share of wallet and transaction volume while protecting the account from competitive risk
• Understand P&L implications and the business impact of strategic decisions
• Handle client escalations and high-pressure situations with empathy, professionalism and confidence
• Balance customer advocacy with company objectives to make sound decisions despite occasional ambiguity
• Proactively identify issues before they become problems and drive initiatives to successful completion

Skills

Strategic account management

Enterprise customer success

Executive presence

Consultative selling

Cross-functional leadership

Data-driven strategy

Job description

Aeropay, a Chicago-based fintech, seeks an Enterprise Customer Success Manager to own Tier 1 relationships with executive sponsors, driving retention, expansion and account health from an autonomous, strategic stance.

You will partner with CSMs, lead executive reviews, negotiate renewals, monitor risk, and build long-term plans that align product capabilities with measurable business outcomes in a fast-paced payments environment.