Customer Success Manager

The posting, as InterPayments wrote it

InterPayments is a San Francisco, CA-based, FinTech SaaS company sitting at the exciting intersection of payments and data intelligence. Our Mission is to empower merchants and the software vendors they use to lower payment processing costs. We create innovative data services that Fortune 1000 companies rely upon to lower fees by putting payments in competition on every swipe.

We empower dedicated team-first individuals who are driven to solve problems to foster innovation, perform at their highest potential, and make a meaningful impact - while creating meaningful relationships along the way.

Role and Purpose

This is a high-impact, customer-facing role at the center of how InterPayments protects and grows its most important merchant relationships. You will own a defined portfolio of enterprise merchants post-go-live and become their primary point of contact for anything strategic: how their program is tracking against savings goals, questions about their contract, and what comes next for their account.

This role reports to the Senior Manager of Customer Success and works cross-functionally with Professional Services, Support, Product, Engineering, Sales, and Finance to ensure our merchants remain compliant, optimized on fee recovery, and confident that someone at InterPayments is accountable for their outcomes.

You value building trust and long-term relationships, enjoy consulting merchants through complex programs, and find satisfaction in turning uncertainty into relief. You are motivated by creating mutual success and comfortable owning a portfolio end to end: the strategic conversations, the day-to-day merchant requests, and the record-keeping that makes your work visible to the rest of the company.

How You'll Make an Impact

Your time breaks down across three areas: proactive coverage of your portfolio, reactive merchant work, and the administrative discipline that keeps your book measurable.

Proactive Coverage

• Program Performance Reviews: Own the full QBR cycle for your book: schedule and coordinate, research and build the report or deck, lead the conversation, and close out follow-ups. This is where merchants see the value InterPayments has delivered and where you shape what happens next.
• Structured Check-ins: Run a lighter-cadence touch across your portfolio focused on account health and relationship strength, so issues surface before they become escalations.
• Renewal Conversations: Lead renewal discussions that combine a program performance review with a clear terms conversation, backed by data on savings delivered and a plan for what comes next.
• Retention Conversations: Identify at-risk accounts early, lead the conversation that addresses their concerns directly, and drive the resolution plan through to close.

Reactive Merchant Work

• Daily Inbox, Triage and Follow-up: Own your queue: sort and prioritize incoming merchant requests, respond with clarity and urgency, and route anything that needs another team's h

[…]
h on what you commit to, and don't let things fall through the cracks.

• Calm under pressure: When a renewal gets tense or an account is at risk, you're the person people want leading the conversation.
• Curious: You ask why things work the way they do, because understanding the program is how you help a merchant get more value from it.
• Builder-minded: You're energized by creating process where none exists yet, whether that's a QBR template, a health-scoring rubric, or a check-in cadence.

InterPayments' Values

• Customers and mission first: We align our goals with customer outcomes and keep their perspective central in every decision.
• Always build trust: We focus on the long-term, assume good intent, act ethically, and are responsive and reliable in every interaction.
• Do the hard(er) thing: We reject complacency, seek honest feedback, stay relentlessly curious, simplify complexity, and make data-driven decisions, even when it takes more work.

Remote pay range
$100,000 — $125,000 USD

InterPayments’ core values are the building blocks of how we achieve our mission: Obsess about our Customers’ and Partners’ Needs; Be Relentless, Resilient, and Responsive; Collaborate with Teammates, Customers, and Partners; Act with Integrity and Empathy; Outperform your Potential; and Communicate Honestly and Respectfully.

Remote Work Eligibility

This position is open to candidates who are located in the United States. All remote roles are limited to U.S.- based residents, and the company does not sponsor visas or employ individuals who require work authorization outside of the United States. Only applicants who are legally authorized to work in the U.S. will be considered.

InterPayments is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status, and encourage all qualified applicants to apply.