Client Success Manager

Our client is a payments technology company providing chargeback management, dispute resolution, and prevention solutions. They are hiring a Client Success Manager to manage client relationships and help clients improve payment dispute outcomes. This role combines account ownership with data analysis and technical coordination to support adoption, resolve issues, and deliver measurable business results.

What You Will Do

• Build relationships with client stakeholders across payments, fraud, finance, operations, technology, and executive leadership.
• Understand each client's business model, payment environment, and operational priorities to develop recommendations aligned with their goals.
• Analyze transaction data and performance reporting to identify trends, investigate underlying causes, and recommend improvements.
• Evaluate chargeback rates, dispute volumes, recovery results, prevention effectiveness, and operational performance.
• Develop client success plans with defined objectives, responsibilities, and review milestones.
• Support onboarding and implementation by aligning client requirements and readiness with internal teams.
• Help clients adopt relevant capabilities and improve evidence collection, dispute handling, and prevention workflows.
• Understand integrations and data flows, including APIs, file exchanges, and payment system connections, to identify potential issues and engage technical teams.
• Translate client needs into clear requirements for Product, Technology, and Delivery.
• Lead business reviews connecting performance results with recommended actions and progress against client goals.
• Own client escalations, assess business impact, and coordinate communication and follow-through until resolution.
• Identify retention risks, share recurring feedback with internal teams, and partner with Sales on opportunities to expand client value.

What You Bring

• 5+ years of experience in client success, technical account management, payments operations, or a related client-facing role.
• Experience with chargebacks, disputes, fraud prevention, merchant acquiring, payment processing, or related financial technology.
• Ability to interpret complex data, validate findings, and translate results into practical business recommendations.
• Strong Excel skills and experience with business intelligence or reporting tools.
• Familiarity with APIs, system integrations, transaction data, and technical troubleshooting.
• Experience presenting performance results and leading business reviews with senior stakeholders.
• Strong relationship skills, sound business judgment, and the ability to manage difficult conversations with empathy and accountability.
• Experience coordinating work across Product, Technology, Operations, and Sales.
• Bachelor's degree or equivalent relevant professional experience.
• Experience supporting merchants, processors, acquiring banks, or payment partners preferred.
• Knowledge of card network dispute processes, reason codes, evidence requirements, and monitoring programs preferred.
• SQL, Power BI, Tableau, or similar analytical experience preferred.
• Experience working with global delivery and technical teams preferred.

Authorization to work in the United States without current or future employer-sponsored visa support.