Customer Success Manager, Merchant Services

Job Description

• This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Success Manager, Merchant Services in Canada. This role sits at the intersection of customer success, payments expertise, and strategic account management within a high-growth SaaS environment. The Customer Success Manager acts as a trusted advisor to enterprise customers, ensuring they fully leverage merchant services and accounts receivable solutions to improve cash flow, efficiency, and operational visibility. You will manage long-term customer relationships, drive adoption of platform capabilities, and identify opportunities for expansion and optimization. The role requires a strong understanding of B2B payments ecosystems and the ability to translate complex financial and technical workflows into actionable business value. Working closely with cross-functional teams, you will advocate for customer needs while contributing to product improvements and strategic initiatives. This is a high-impact position where customer outcomes directly influence retention, growth, and platform success.
• Accountabilities: The Customer Success Manager is responsible for owning the customer lifecycle and ensuring long-term value realization across a portfolio of merchant services clients. Manage end-to-end customer relationships, from onboarding through renewal, focusing on adoption, retention, and expansion Conduct regular cadence calls, Executive Business Reviews, and training sessions to strengthen customer engagement Develop and execute strategic account plans, including growth strategies and KPI tracking aligned with customer objectives Serve as the primary escalation point for complex customer issues, coordinating resolution across internal teams Collaborate with Product, Sales, Risk, Underwriting, and Support teams to align customer needs with platform capabilities Apply deep payments and merchant services expertise to advise on integrations, pricing models, disputes, and reconciliation Identify trends across accounts and propose scalable improvements to enhance customer experience and reduce churn risk Requirements: The ideal candidate brings strong experience in SaaS customer success, combined with deep knowledge of merchant services and payment processing ecosystems. 5+ years of experience in Customer Success, Account Management, or Customer Sales within a SaaS environment Strong background in merchant services and payments, including understanding of gateways, processors, acquirers, and chargeback workflows Experience managing enterprise customers, ideally working with finance leaders such as CFOs and AR or cash application teams Bachelor’s degree in Business, Marketing, Economics, Communications, or related field (or equivalent experience) Strong analytical thinking with the ability to interpret data, identify trends, and drive customer outcomes Excellent communication skills with strong executive presence and stakeholder management ability Customer-first mindset with strong empathy, collaboration, and problem-solving skills Ability to manage multiple priorities in a fast-paced, evolving SaaS environment Preferred: Experience with ERP-integrated AR and payment systems (NetSuite, Sage Intacct, Microsoft Dynamics) Familiarity with payment optimization strategies such as interchange optimization, Level 3 processing, or surcharging Experience collaborating with Product, Finance, Legal, Risk, and Underwriting teams in regulated environments Benefits: Competitive compensation package aligned with experience and market standards Flexible remote or hybrid work arrangements depending on location and team needs Comprehensive health, dental, and wellness benefits Opportunities for career growth in a fast-scaling SaaS and fintech environment Exposure to enterprise-level clients and complex payment ecosystems Professional development support and continuous learning opportunities Collaborative and inclusive work culture focused on innovation and customer success
• How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1
• We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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