Customer Success Manager

Overview

Paymentology is a global leader powering card issuing for major banks, fintech companies, and digital brands worldwide. We seek motivated individuals who enjoy tackling complex problems, champion innovation, and desire to make significant contributions at a global scale.

Key Responsibilities

• Oversee a portfolio of programme management clients, serving as the main operational liaison.
• Ensure client satisfaction by delivering excellent service and maintaining ongoing engagement.
• Conduct frequent client meetings, such as Quarterly Business Reviews, to evaluate performance and pinpoint opportunities.
• Track support tickets and escalations, guaranteeing prompt resolution with transparent communication.
• Analyze operational issues to detect recurring problems and implement long-term solutions.
• Identify potential risks early and execute appropriate mitigation plans.
• Lead and manage client-related projects, including platform migrations.
• Collaborate effectively with internal teams including Engineering, Legal, Finance, Reconciliation, and Support to achieve client goals.
• Partner with Account Managers to explore and support business growth possibilities.
• Serve as the operational lead for client programs, ensuring alignment with client objectives.
• Support Sponsor Bank operations and nurture strong relationships.
• Drive continuous improvement of processes and operational efficiency.

Qualifications

• Proven track record in client-facing roles managing multiple large accounts concurrently.
• Experience within payments, fintech, or card program sectors.
• Exposure to managing technical or operational client projects.
• Strong stakeholder engagement and communication abilities.
• Ability to collaborate with both technical and non-technical teams.
• Excellent project management and organizational skills.
• Competence in managing escalations and overcoming operational challenges.
• Analytical problem-solving aptitude.
• High accountability, ownership, and acute attention to detail.
• Availability to work onsite in the office three days weekly with flexible core hours.

Additional Information

At Paymentology, our belief is that impactful change begins with our people. You will join a diverse and global team united by the objective to advance payments worldwide. This role offers the chance to contribute meaningfully, collaborate across different markets and functions, and influence the future of a globally relevant enterprise.

We are an equal opportunity employer dedicated to diversity and inclusion and welcome candidates of any background. We prohibit discrimination based on race, color, ethnicity, gender, pregnancy, marital or family status, age, disability, sexual orientation, religion, language, or HIV status.

Please note that Paymentology does not charge applicants fees at any point in the recruitment process. If contacted by anyone requesting payment claiming to represent Paymentology, regard it as a scam and refrain from payment. All legitimate positions are advertised via official channels and communications come from recognized domains.