Senior Client Success Manager

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

United States, USA - San Diego · Full-time · Senior

Description

Join us at Nayax, a global fintech leader (NASDAQ; TASE: NYAX) revolutionizing the world of cashless payments, consumer engagement, and business management solutions. With more than 1,200 employees across 13 offices worldwide. At Nayax, you’ll be part of a diverse and innovative community where your work makes a real impact and helps shape the future of payments.

IPS by Nayax, is a dynamic division of Nayax. IPS by Nayax is a design, engineering and manufacturing company focused on low power wireless telecommunications and parking technologies. IPS manufactures its products locally and has been delivering world-class solutions to the telecommunications and parking industries for 25 years. The company is best known for their patented credit card enabled, solar powered single-space parking meter and web-based management system.

We are seeking a Senior Client Success Managerto join IPS by Nayax, to serve as the primary point of contact for a portfolio of clients. This role is responsible for driving customer satisfaction, retention, adoption, and gro\\th by building trusted relationships, identifying opportunities, and ensuring clients realize maximum value from IPS solutions. The ideal candidate is a customer advocate, relationship builder, and problem solver who takes initiative, embraces change, and is committed to delivering exceptional customer experiences. This individual will collaborate across departments to ensure successful customer outcomes while maintaining a customerfirst mindset.

Your key responsibilities will include:

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 (QBRs) 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.
• Demonstrate a commitment to delivering exceptional customer experiences.

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 service level agreements (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, helping them develop the skills and
• knowledge necessary for success.
• Contribute to the development and refinement of customer success processes, playbooks,
• templates, and documentation.

Requirements

What Makes You a Great Fit

• 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.

Compensation: $75,000-$85,000 per year

The work environment described here is representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions.

Learn More about Nayax

Founded in 2005, Nayax is a global fintech leader providing end-to-end payment, consumer engagement, and business management solutions. We help businesses grow revenue, reduce operational complexity, and deliver seamless commerce experiences across unattended, self-service, and retail environments.

With support for 80+ payment methods across 50+ currencies, a European payment institution license, and strategic partnerships with leading global financial institutions, Nayax enables secure, scalable, and future-ready commerce worldwide.

Operating across 120+ countries with 1,200+ employees in 13 global offices, Nayax combines innovative technology with real-world impact. At Nayax, we build long‑term value through smart automation, loyalty solutions, and an agile ecosystem designed to scale with our customers - and our people.