Customer Success Manager

About the Role

This is a full-time Customer Success Manager position focused on commercial cards within a fast-growing fintech company. You will manage the complete client journey for commercial card customers, including onboarding, ongoing support, issue resolution, and long-term retention. The role is individual-contributor based and suits someone who enjoys a lean, fast-moving environment where responsibilities are broad and processes are still being defined.

You will work fully remotely from the United States and play a key part in shaping the support function as it grows. The role calls for strong commercial card knowledge, comfort with ambiguity, and a hands-on mindset.

Key Responsibilities

You will act as the main point of contact for a portfolio of commercial card clients, guiding them through onboarding, handling escalations, and monitoring account health.

• Own client relationships across onboarding, service issues, and ongoing account reviews.
• Manage an inbound support phone line during business hours and respond to client questions in real time.
• Investigate and resolve complex issues related to card issuance, transaction disputes, authorization rules, and program controls.
• Work closely with card operations and product teams to troubleshoot processor-side problems and push for client-impacting fixes.
• Prepare and deliver business reviews that summarize usage, exception patterns, and improvement opportunities.
• Support clients through program updates, including new features, network rule changes, and regulatory adjustments.
• Contribute to the creation of support documentation, escalation routes, and resolution procedures.
• Track renewal risk and help coordinate retention efforts for accounts that may be at risk.

Requirements

• About 7 years of experience in customer success, client services, or card operations, with substantial exposure to commercial card programs.
• Prior work in a bank or credit union in a commercial cards role such as issuing, program administration, or card operations.
• Strong knowledge of commercial card products, including corporate cards, purchasing cards, virtual cards, and fleet cards.
• Comfort handling a live phone queue and resolving issues quickly and calmly under pressure.
• Working knowledge of card support processes such as disputes, chargebacks, authorization declines, card controls, and fraud-related escalations.
• Excellent communication skills with the ability to explain technical card operations topics in simple, client-friendly language.
• Self-directed approach with the ability to succeed in a startup environment without a fully established playbook.
• Hands-on experience with card processing platforms, dispute tools, file formats, or back-office systems is strongly preferred.
• Exposure to ACH, payment file formats, or settlement operations is preferred.
• Experience using CRM or customer success tools such as Zendesk or similar platforms is preferred.
• Familiarity with interchange, network compliance, or card program economics is a plus.

What Success Looks Like

You should be someone who has worked closely with commercial card operations, can translate technical issues into business impact, stays composed during escalations, and is motivated by building processes in a remote startup environment.

Work Arrangement

This role is fully remote and based in the United States.

Additional Information

The position is described as an individual contributor role. The company is building its support function from the ground up, so the ideal candidate should be comfortable wearing multiple hats, operating with limited structure, and helping define how the team works.