Senior Client Success Leader: Drive Growth & Retention

Nayax Ltd.; San Diego (CA); On-site; USD 75,000 - 85,000; Full time

Job summary

Nayax Ltd., a global fintech leader, is seeking a Senior Client Success Manager to join IPS by Nayax in San Diego. You will lead a portfolio of client accounts, driving satisfaction, retention, and value realization through strategic planning and proactive engagement.

Collaborating with Support, Implementation, Product, Finance, and Sales, you will guide onboarding, adoption, and ongoing optimization while acting as a trusted advisor and advocate for the customer.

Qualifications

• Associate or bachelor’s degree in business, Communications, Marketing, Information Systems, or a related field preferred.
• Minimum of 2 years of experience in Customer Success, Account Management, Customer Support, Project Coordination, or other client-facing roles.
• Experience managing customer relationships and conducting business reviews or client presentations.
• Experience working within CRM and ticket management systems.
• Excellent verbal, written, and presentation communication skills.
• Strong relationship-building and customer engagement skills.
• Strategic thinker with a proactive and solutions-oriented mindset.
• Strong organizational and time-management skills with the ability to manage multiple priorities.
• Ability to work independently while collaborating effectively across departments.
• Technical aptitude and the ability to understand and communicate software, hardware, and technology solutions.
• Comfortable navigating change and helping customers adapt to new products, processes, and technologies.
• Proficient in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
• Demonstrated commitment to continuous learning and professional development.

Responsibilities

• Strategic Client Management: Manage a portfolio of client accounts and serve as the primary relationship owner.
• Develop strong partnerships by understanding client goals, operational challenges, and success metrics.
• Conduct Quarterly Business Reviews and Annual Business Reviews focused on performance, value realization, and future opportunities.
• Monitor account health and proactively identify opportunities to improve customer satisfaction, retention, and product adoption.
• Develop and execute customer success plans for key accounts.
• Customer Success & Retention: Maintain regular client engagement through proactive outreach and strategic touchpoints.
• Serve as a trusted advisor by providing guidance, recommendations, and best practices.
• Identify opportunities for account growth, product utilization, and service expansion.
• Support customer retention initiatives and mitigate churn risks through proactive engagement.
• Change Management & Client Advocacy: Guide customers through product enhancements, process improvements, and organizational changes.
• Assist clients in adopting new products, features, and technologies.
• Advocate for customer needs internally and collaborate with cross-functional teams to drive positive business outcomes.
• Gather customer feedback and communicate trends and recommendations to internal stakeholders.
• Service Excellence & Issue Management: Maintain ownership and visibility of customer issues through resolution.
• Partner with Support teams to ensure SLAs are achieved.
• Communicate proactively regarding issue status, timelines, and expectations.
• Identify recurring issues and work with internal teams to implement long-term corrective actions.
• Cross-Functional Collaboration: Partner with Support, Implementation, Product Management, Finance, Operations, and Sales teams to deliver a seamless customer experience.
• Support customer onboarding, adoption, training, and optimization efforts.
• Maintain accurate customer records, account plans, and activity documentation within CRM and ticketing systems.
• Participate in internal meetings and initiatives focused on improving customer experience and operational effectiveness.
• Mentor and support team members by sharing best practices, customer success strategies, and industry knowledge.
• Provide guidance and coaching to newer Client Success Managers and cross-functional team members to promote professional growth and consistency in client experiences.
• Serve as a subject matter expert and resource for customer relationship management, issue resolution, and client engagement strategies.
• Foster a collaborative, customer-focused culture through knowledge sharing, peer support, and assist with onboarding and training of new team members.

Job description

Nayax Ltd., a global fintech leader, is seeking a Senior Client Success Manager to join IPS by Nayax in San Diego. You will lead a portfolio of client accounts, driving satisfaction, retention, and value realization through strategic planning and proactive engagement.

Collaborating with Support, Implementation, Product, Finance, and Sales, you will guide onboarding, adoption, and ongoing optimization while acting as a trusted advisor and advocate for the customer.