Customer Success Manager – Commercial Cards

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager – Commercial Cards based in United States.

This role is a foundational hire within a fast-moving fintech environment focused on commercial payments and card solutions. You will own the end-to-end customer experience for commercial card clients, from onboarding through ongoing relationship management and long-term retention. Acting as the primary point of contact, you will ensure clients receive responsive, high-quality support across card operations, disputes, and program management needs. The position blends client-facing relationship ownership with hands-on operational problem solving in a highly dynamic, startup setting. You will also contribute directly to building scalable support processes, documentation, and service frameworks from the ground up. This is a high-impact role where customer experience, operational expertise, and adaptability are critical to success.

• Own the full customer lifecycle for commercial card clients, including onboarding, ongoing support, escalations, and retention activities.
• Serve as the primary relationship manager for assigned clients, ensuring strong engagement, satisfaction, and program health.
• Provide real-time support via inbound client communication channels, resolving issues related to card usage, disputes, declines, and program controls.
• Partner with operations and product teams to troubleshoot processor-side issues and drive resolution of client-impacting problems.
• Conduct regular business reviews (QBRs) analyzing usage trends, exception activity, and optimization opportunities.
• Support clients through product updates, regulatory changes, and enhancements to card program features and controls.
• Develop and document scalable support processes, escalation paths, and operational workflows as the function evolves.
• Monitor account health metrics and proactively identify at-risk clients, driving retention strategies in collaboration with internal teams.

Requirements:

• ~7 years of experience in customer success, client services, or commercial card operations within banking, fintech, or financial services.
• Strong experience supporting commercial card programs such as corporate cards, purchasing cards, virtual cards, or fleet payment solutions.
• Background in a bank or credit union environment with exposure to card issuing, program management, or operations is highly preferred.
• Hands-on experience with card support workflows including disputes, chargebacks, fraud escalation, authorization declines, and card controls.
• Comfortable managing live client support interactions via phone or other real-time channels under pressure.
• Strong understanding of payment processing environments, with exposure to settlement processes, ACH, or file-based transaction systems.
• Excellent communication skills with the ability to translate complex operational issues into clear client-facing explanations.
• Experience with CRM or customer support platforms such as Zendesk or similar tools.
• Familiarity with interchange, network rules, or card program economics is a strong plus.
• Experience with Fiserv card processing systems is a significant advantage.

Benefits:

• Fully remote role across the United States
• Competitive compensation aligned with fintech and commercial payments experience
• Opportunity to join an early-stage company in a foundational role with high ownership
• Direct influence on building customer success processes, tools, and workflows
• Exposure to modern commercial card products and payment infrastructure
• High-impact work shaping client experience and retention strategy
• Collaborative startup environment with significant autonomy and responsibility