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Customer Success Manager, iGaming



Customer Service, Sales & Business Development
Posted on Thursday, June 6, 2024

Paysafe Limited (“Paysafe”) (NYSE: PSFE) (PSFE.WS) is a leading payments platform with an extensive track record of serving merchants and consumers in the global entertainment sectors. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With over 20 years of online payment experience, an annualized transactional volume of $140 billion in 2023, and approximately 3,200 employees located in 12+ countries, Paysafe connects businesses and consumers across 260 payment types in over 40 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments. Further information is available at www.paysafe.com.

It starts here. Have a global impact on the world of payments.

Paysafe is seeking a Customer Success Manager to join our team and help support our growing iGaming business. This role is based in London and offers a hybrid work environment where you will have a blend of three in office working days and two remote working days during the work week.

What Paysafe stands for:

  • Being open and honest.
  • Keeping focused.
  • Operating with Courage.
  • Pioneering the future.

Our values and culture are driven by Equality, Development, Social Responsibility and Wellbeing. If you want to find out more about life at Paysafe, check out our careers page here.

How we work:

Our preferred arrangement is for the job holder to follow a hybrid model, spending an average of three days per week at our office location. The office is located in Gresham Street next to St Paul’s cathedral with easy access and transport links via St Paul’s, Bank, Cannon Street, City Thameslink, Liverpool Street, Farringdon, Mansion House.

The impact you will have:

As a Customer Success Manager you will be responsible for developing enterprise customer relationships from contract signature, through the implementation/delivery stage, ensuring that the customer needs are met and there is no barrier preventing the processing of full volume projected activity.

Working closely with each customer once live, the focus will be on solving problems, escalations, addressing day to day needs, ensuring high levels of client satisfaction, and addressing any areas of concern occur all to promote retention and loyalty.

This role will also look at the short and long term goals of the client, working closely with the Sales & Account management teams when opportunities for new products/services arise.

Some of the key responsibilities of a Customer Success Manager include:

Building and maintaining strong, long-lasting customer relationships

Developing a deep understanding of customer needs and requirements

Ensuring the timely and successful delivery of solutions according to customer needs and objectives

Identifying opportunities for growth within existing customer accounts and liaise with the AM team accordingly

Collaborating with all internal teams to ensure customer satisfaction and retention

Providing technical support and guidance to customers, assisting with any communication of incidents or activities that directly affect the enterprise customer group

Production of monthly reports for client consumption or internal needs on performance of the customers

Monitoring customer feedback and responding to customer inquiries and concerns

Keeping up-to-date with product developments and updates

What we’re looking for:

  • At least three years of experience as a customer success manager or in a similar role, with a proven track record of increasing customer satisfaction and retention, payments industry and/or iGaming industry experience is considered a plus
  • Familiarity with payment platforms and technologies, such as Nuvei, Worldpay, Stripe, PayPal, Square, etc., and the ability to troubleshoot and resolve technical issues; understanding of the payments landscape
  • Excellent communication skills
  • Ability to influence stakeholders and present data and information
  • Knowledge of best practices and trends in customer success, such as customer journey mapping, customer advocacy, feedback collection, etc.
  • Commercial awareness, experience of understanding contracts, fee structures, opportunities for the prevention of revenue leakage/optimization
  • Proven ability to collaborate and coordinate with cross-functional teams, such as sales, marketing, product, engineering, etc., to ensure alignment and deliver value to customers

A snippet of what you’ll get in return:

  • Make your day work for you with our flexible working hours.
  • Kickstart your weekend early with our summer hours during the months of June, July and August with a 3pm finish every Friday.
  • You decide what your holiday looks like with the option to buy or sell your holiday and carry over up to 5 days into the next year.
  • Enjoy social events on our roof top terrace with views onto St Pauls Cathedral.
  • Our fully equipped facilities include showers, hairdryers and straighteners and fresh towels.
  • Start your day with a free breakfast, fresh fruit and snacks.
  • Take a breather in our dedicated wellbeing room.
  • Spend time with those important to you with our enhanced paid family policies.
  • Test our products Skrill and Neteller. Upon joining we will award you £50 into each wallet.
  • Enjoy our discounts on memberships via vitality including, gyms, leisure centres, yoga/Pilates across the country.
  • Need a new Laptop or TV? We offer support purchasing Apple and LG products via Stormfront technology.
  • Join our six employee-led equality communities and help foster a workplace that celebrates diversity and create opportunities to collaborate and learn.
  • Let’s not forget, we also offer: Private health insurance (pre-existing conditions are included) & dental insurance, income protection, life assurance and more.

What to expect next:

  1. Phone screen with Recruitment.
  2. Video interview with the Hiring Manager.
  3. In-person interview
  4. Final HR interview with Recruitment.

If you’re successful joining the team, you’ll be meeting our CEO in person during our new joiners breakfast in London – a great opportunity to network with your peers.

Equal Employment Opportunity

Paysafe is an equal opportunity employer. We value diversity and are committed to providing a work environment of mutual respect to everyone without regard to race, color, religion, national origin, age, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances.