Customer Success Manager (Financial Product)

What you’ll Do:

• Technical Field Service Management: Oversee Technical Onsite Support operations, including installation, field service execution and asset collection, ensuring alignment with customer success objectives.
• Customer Success Leadership: Lead and manage the Customer Success team to ensure smooth merchant onboarding, activation quality, and ongoing engagement 
• Regional & Partner Management: Establish and manage regional nodes or outsourced partners for onsite service, ensuring SLA adherence,  service quality, contracts, and operational compliance. optimize cost and performance.
• Process & SOP Ownership: Design, implement, and continuously improve SOPs related to payment installation, hardware setup, quality control, onboarding, and repair processes.
• Service Quality & SLA Control: Monitor performance metrics, control SLAs, and address service gaps to reduce escalations, repeat issues, and customer dissatisfaction.
• Cross-Functional Collaboration: Work closely with Sales, Activation, Customer Support and Product teams to align operational execution with product requirements and customer expectations.
• Knowledge Sharing & Enablement: Ensure technical and operational know-how is effectively shared across teams, including onboarding standards, hardware setup, and repair handling.
• Retention & Improvement Focus: Drive initiatives that improve merchant activation success, reduce churn, and increase long-term retention through better service quality and operational stability.

What you’ll Need:

• Bachelor’s degree or higher in Business Administration, Engineering, Information Technology, or a related field.
• 5+ years of experience in Onsite support, Customer incubation, Customer Success, Customer onboarding, Operations, Technical Support roles.
• Experience with Payment solutions, POS systems, merchant platforms, restaurants, or retail/store environments is a plus.
• Familiar with EDC, Payment technology, IT systems, network, and hardware fundamentals, including IP configuration, DHCP settings, router configuration, and remote troubleshooting.
• Comfortable working with case-based support workflows, including investigation, resolution, and follow-up.
• Ability to analyze issues using logs, system data, screenshots, and user-reported information.
• Clear communication skills, able to explain technical issues and solutions to non-technical stakeholders.
• Strong ownership mindset, detail-oriented, and able to document and share solutions effectively.