About Paysafe
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 25 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.

Your career starts here. Help us build and deliver innovative payment solutions.

Position Overview
Paysafe is seeking a Customer Success Manager to join our team and help support our growing North America iGaming business. This role is based in Jacksonville, Florida 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. 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. 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

Requirements

• At least five 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

Life at Paysafe:
One network. One partnership. At Paysafe, this is not only our business model; this is our mindset when it comes to our team. Being a part of Paysafe means you’ll be one of over 3200 members of a world-class team that drives our business to new heights every day and where we are committed to your personal and professional growth.

Our culture values humility, high trust & autonomy, a desire for excellence and meeting commitments, strong team cohesion, a sense of urgency, a desire to learn, pragmatically pushing boundaries, and accomplishing goals that have a direct business impact.

Equal Employment Opportunity Paysafe provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment. If you need any reasonable adjustments please let us know. We will be happy to help and look forward to hearing from you.