Senior Customer Success Manager, iGaming

Paysafe Ltd - Jacksonville, FL

Full-time - Mid Level

Remote - Jacksonville, FL

1,001-5,000 employees

Administrative and Support Services

About the position

Paysafe is seeking a Customer Success Manager to join our team and help support our growing North America iGaming business. This role is based in Jacksonville, Florida and offers a hybrid work environment where you will have a blend of three in-office working days and two remote working days during the work week. As a Customer Success Manager, you will be responsible for developing enterprise customer relationships from contract signature through the implementation and delivery stage, ensuring that the customer needs are met and there are no barriers preventing the processing of full volume projected activity. Working closely with each customer once live, the focus will be on solving problems, escalations, addressing day-to-day needs, ensuring high levels of client satisfaction, and addressing any areas of concern that occur, all to promote retention and loyalty. This role will also look at the short and long-term goals of the client, working closely with the Sales and Account management teams when opportunities for new products and services arise. Some of the key responsibilities of a Customer Success Manager include building and maintaining strong, long-lasting customer relationships, developing a deep understanding of customer needs and requirements, ensuring the timely and successful delivery of solutions according to customer needs and objectives, and identifying opportunities for growth within existing customer accounts while liaising with the Account Management team accordingly. Additionally, you will collaborate with all internal teams to ensure customer satisfaction and retention, provide technical support and guidance to customers, assist with any communication of incidents or activities that directly affect the enterprise customer group, produce monthly reports for client consumption or internal needs on performance of the customers, monitor customer feedback, and respond to customer inquiries and concerns. Keeping up-to-date with product developments and updates is also essential in this role.

Responsibilities

• Building and maintaining strong, long-lasting customer relationships
• Developing a deep understanding of customer needs and requirements
• Ensuring the timely and successful delivery of solutions according to customer needs and objectives
• Identifying opportunities for growth within existing customer accounts and liaising with the Account Management team accordingly
• Collaborating with all internal teams to ensure customer satisfaction and retention
• Providing technical support and guidance to customers, assisting with any communication of incidents or activities that directly affect the enterprise customer group
• Producing monthly reports for client consumption or internal needs on performance of the customers
• Monitoring customer feedback and responding to customer inquiries and concerns
• Keeping up-to-date with product developments and updates

Requirements

• At least five years of experience as a customer success manager or in a similar role
• Proven track record of increasing customer satisfaction and retention
• Payments industry and/or iGaming industry experience is considered a plus
• Familiarity with payment platforms and technologies, such as Nuvei, Worldpay, Stripe, PayPal, Square, etc.
• Ability to troubleshoot and resolve technical issues; understanding of the payments landscape
• Excellent communication skills
• Ability to influence stakeholders and present data and information
• Knowledge of best practices and trends in customer success, such as customer journey mapping, customer advocacy, feedback collection, etc.
• Commercial awareness, experience of understanding contracts, fee structures, opportunities for the prevention of revenue leakage/optimization
• Proven ability to collaborate and coordinate with cross-functional teams, such as sales, marketing, product, engineering, etc.