Technical Customer Success Manager

Paysafe; Jacksonville (FL); On-site; USD 90,000 - 130,000; Full time

Job summary

Paysafe is seeking a Technical Customer Success Manager to own and grow a portfolio of B2B merchant relationships in the payments space. You will drive retention, adoption and value, coordinating with Sales, Product and Support to deliver outcomes.

Based in the Jacksonville area, you will leverage Salesforce and data-driven insights to address risks, onboard customers, and share best practices across teams.

Qualifications

• 2-4 years in customer success, account management, or support roles.
• Experience working with B2B clients, ideally in payments or fintech.
• Understanding of customer success principles and tools.
• Ability to manage multiple priorities and collaborate cross-functionally.
• Strong communication and interpersonal skills.
• Analytical and detail-oriented mindset.
• Customer-first approach with a proactive attitude.
• Team player with adaptability in a fast-paced environment.

Responsibilities

• Own and manage a portfolio of B2B merchant accounts, ensuring high satisfaction and retention.
• Serve as the primary point of contact for operational and strategic customer needs.
• Develop a working understanding of customer goals and translate them into actionable plans.
• Monitor customer health using tools like Salesforce and proactively address risks.
• Coordinate with internal teams (Sales, Product, Support) to resolve issues and deliver solutions.
• Identify and escalation growth opportunities to Relationship Management or Sales.
• Deliver onboarding, training, and best practices to customer teams.
• Respond to customer inquiries with a focus on timely, effective resolution.
• Track and report on customer performance metrics and engagement.
• Stay informed on product updates and communicate relevant changes to customers.
• Contribute to internal knowledge sharing and process improvement initiatives.

Skills

Customer success

Communication

Cross-functional collaboration

Analytical thinking

Problem solving

Tools

Salesforce

Job description

About Paysafe

Paysafe is a global payments platform powering the experience economy, with a strong focus on the iGaming, video gaming, e-commerce, online trading, retail, travel and hospitality sectors. With 30 years of expertise in payment technology, Paysafe helps businesses and consumers lift every experience through seamless, secure payment solutions, including card payments, digital wallets such as Skrill, eCash solutions like PaysafeCard, and a suite of local payment methods. With approximately 2,900 employees across 12 countries and annualized transactional volume of $167 billion in 2025, Paysafe connects people and businesses worldwide through innovative digital payment experiences.

The Technical Customer Success Manager (CSM) is responsible for managing and growing B2B merchant relationships, ensuring a seamless customer experience across the lifecycle. The CSM drives satisfaction, retention, and operational excellence by acting as a trusted advisor and collaborating cross-functionally to deliver value. This role operates independently but in alignment with senior peers and leadership.

Key Responsibilities

• Own and manage a portfolio of B2B merchant accounts, ensuring high satisfaction and retention.
• Serve as the primary point of contact for operational and strategic customer needs.
• Develop a working understanding of customer goals and translate them into actionable plans.
• Monitor customer health using tools like Salesforce and proactively address risks.
• Coordinate with internal teams (Sales, Product, Support) to resolve issues and deliver solutions.
• Identify and escalation growth opportunities to Relationship Management or Sales.
• Deliver onboarding, training, and best practices to customer teams.
• Respond to customer inquiries with a focus on timely, effective resolution.
• Track and report on customer performance metrics and engagement.
• Stay informed on product updates and communicate relevant changes to customers.
• Contribute to internal knowledge sharing and process improvement initiatives.

Experience and Qualifications

• 2-4years in customer success, account management, or support roles.
• Experience working with B2B clients, ideally in payments or fintech.
• Understanding of customer success principles and tools.
• Ability to manage multiple priorities and collaborate cross-functionally.
• Strong communication and interpersonal skills.
• Analytical and detail-oriented mindset.
• Customer-first approach with a proactive attitude.
• Team player with adaptability in a fast-paced environment.

Life at Paysafe:

One network. One partnership. At Paysafe, this is not only our business model; this is our mindset when it comes to our team. Being a part of Paysafe means you’ll be member of a world-class team that drives our business to new heights every day and where we are committed to your personal and professional growth. Are you ready to make an impact? Join our team that is inspired by a unified vision and propelled by passion.

Our culture values humility, high trust & autonomy, a desire for excellence and meeting commitments, strong team cohesion, a sense of urgency, a desire to learn, pragmatically pushing boundaries, and accomplishing goals that have a direct business impact.

Equal Employment Opportunity

Paysafe provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment. If you need any reasonable adjustments please let us know. We will be happy to help and look forward to hearing from you.