Customer Success Manager
Description
Payload is a fast-growing fintech platform powering embedded payments for modern platforms and businesses. We provide a unified, highly flexible payment infrastructure that supports all inbound and outbound payment types—with modern payment methods, developer-friendly APIs, and turnkey tools designed to help our customers move money efficiently, securely, and at scale.
We are looking for a Customer Success Manager who is energetic, driven, and eager to learn. This role is ideal for someone early in their career—even recent graduates—who wants to develop strong customer-facing skills and eventually grow into sales, revenue, or partnership roles. You’ll play a critical part in optimizing our existing customer portfolio, supporting platform integrations, building relationships, and ensuring customers have an exceptional experience with Payload.
This is a high-impact role with significant growth potential inside a rapidly scaling fintech company.
Responsibilities
- Own & Optimize a Customer Portfolio
- Build strong relationships with a portfolio of integrated partners and direct Payload customers.
- Monitor engagement and transaction activity through internal tools to identify opportunities for improvement.
- Develop targeted outreach and adoption plans—especially for underperforming or low-usage accounts.
- Drive Success Across Integration Partnerships
- Work with partner platforms’ sales and marketing teams to improve adoption of Payload’s embedded payment tools.
- Provide rollout resources, training, and co-marketing materials to support partner success.
- Collaborate closely with internal teams to support integrations and reinforce a positive partner experience.
- Deliver a High-Quality Experience to Direct Customers
- Lead training sessions, onboarding walkthroughs, and product education for new and existing customers.
- Equip customers with rollout plans, best practices, and helpful resources to maximize value.
- Act as a proactive advisor and trusted point of contact.
- Support Revenue Through Cross-Sell Opportunities
- Identify customer needs and position relevant add-on services or expanded workflows.
- Work with our sales team on handoffs and follow-ups.
- Develop foundational sales skills through guided coaching and experience.
- Assist With Customer Service Activities
- Provide responsive support for questions or issues.
- Troubleshoot customer inquiries and coordinate internally when escalation is needed.
- Maintain clear and friendly communication throughout the customer lifecycle.
Skills & Qualifications
- Strong communication skills, a positive attitude, and enthusiasm for helping customers succeed.
- High-energy, curious, and coachable—you want to grow fast and take on new challenges.
- Comfortable interacting with customers, presenting, and guiding them through solutions.
- Enjoy solving problems and using data to spot trends, opportunities, or risks.
- Organized, adaptable, and able to manage multiple accounts at once.
- Excited about the potential to transition into a sales role or other growth-oriented path within Payload.
- A strong culture fit—you value teamwork, transparency, accountability, kindness, and ownership.
- Prior experience in Customer Success, Account Management, or Sales is welcomed but not required.