Customer Success Manager, Merchant Services

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Success Manager, Merchant Services in Canada.

This role sits at the intersection of customer success, payments expertise, and strategic account management within a high-growth SaaS environment. The Customer Success Manager acts as a trusted advisor to enterprise customers, ensuring they fully leverage merchant services and accounts receivable solutions to improve cash flow, efficiency, and operational visibility. You will manage long-term customer relationships, drive adoption of platform capabilities, and identify opportunities for expansion and optimization. The role requires a strong understanding of B2B payments ecosystems and the ability to translate complex financial and technical workflows into actionable business value. Working closely with cross-functional teams, you will advocate for customer needs while contributing to product improvements and strategic initiatives. This is a high-impact position where customer outcomes directly influence retention, growth, and platform success.

The Customer Success Manager is responsible for owning the customer lifecycle and ensuring long-term value realization across a portfolio of merchant services clients.

• Manage end-to-end customer relationships, from onboarding through renewal, focusing on adoption, retention, and expansion
• Conduct regular cadence calls, Executive Business Reviews, and training sessions to strengthen customer engagement
• Develop and execute strategic account plans, including growth strategies and KPI tracking aligned with customer objectives
• Serve as the primary escalation point for complex customer issues, coordinating resolution across internal teams
• Collaborate with Product, Sales, Risk, Underwriting, and Support teams to align customer needs with platform capabilities
• Apply deep payments and merchant services expertise to advise on integrations, pricing models, disputes, and reconciliation
• Identify trends across accounts and propose scalable improvements to enhance customer experience and reduce churn risk

Requirements:

The ideal candidate brings strong experience in SaaS customer success, combined with deep knowledge of merchant services and payment processing ecosystems.

• 5+ years of experience in Customer Success, Account Management, or Customer Sales within a SaaS environment
• Strong background in merchant services and payments, including understanding of gateways, processors, acquirers, and chargeback workflows
• Experience managing enterprise customers, ideally working with finance leaders such as CFOs and AR or cash application teams
• Bachelor’s degree in Business, Marketing, Economics, Communications, or related field (or equivalent experience)
• Strong analytical thinking with the ability to interpret data, identify trends, and drive customer outcomes
• Excellent communication skills with strong executive presence and stakeholder management ability
• Customer-first mindset with strong empathy, collaboration, and problem-solving skills
• Ability to manage multiple priorities in a fast-paced, evolving SaaS environment

Preferred:

• Experience with ERP-integrated AR and payment systems (NetSuite, Sage Intacct, Microsoft Dynamics)
• Familiarity with payment optimization strategies such as interchange optimization, Level 3 processing, or surcharging
• Experience collaborating with Product, Finance, Legal, Risk, and Underwriting teams in regulated environments

Benefits:

• Competitive compensation package aligned with experience and market standards
• Flexible remote or hybrid work arrangements depending on location and team needs
• Comprehensive health, dental, and wellness benefits
• Opportunities for career growth in a fast-scaling SaaS and fintech environment
• Exposure to enterprise-level clients and complex payment ecosystems
• Professional development support and continuous learning opportunities
• Collaborative and inclusive work culture focused on innovation and customer success