Customer Success Manager

About Paysafe

Paysafe is a global payments platform powering the experience economy, with a strong focus on the iGaming, video gaming, e-commerce, online trading, retail, travel and hospitality sectors. With 30 years of expertise in payment technology, Paysafe helps businesses and consumers lift every experience through seamless, secure payment solutions, including card payments, digital wallets such as Skrill, eCash solutions like PaysafeCard, and a suite of local payment methods. With approximately 2,900 employees across 12 countries and annualized transactional volume of $167 billion in 2025, Paysafe connects people and businesses worldwide through innovative digital payment experiences.

About the Role

As a Customer Success Manager, Partners, you will own a portfolio of B2B merchant relationships throughout the customer lifecycle. You will serve as a trusted advisor, helping merchants achieve their business goals, maximize the value of Paysafe's solutions, and navigate the evolving payments landscape.

This role is ideal for someone who enjoys building meaningful customer relationships, solving complex business challenges, and working across teams to deliver measurable outcomes. You will operate independently while partnering closely with senior peers, leadership, Sales, Product, Support, Operations, and other cross-functional teams.

What You'll Do

• Own a portfolio of B2B merchant accounts, with accountability for customer satisfaction, engagement, health, and retention.
• Build trusted relationships with merchant stakeholders and serve as their primary advocate within Paysafe.
• Develop a strong understanding of each merchant's business, goals, operational needs, and growth priorities.
• Create actionable success plans that connect merchant goals with Paysafe's products, services, and capabilities.
• Monitor customer health, engagement, performance, and risk indicators using Salesforce and other Customer Success tools.
• Proactively identify risks and coordinate clear action plans to support retention and improve the customer experience.
• Partner with Sales, Relationship Management, Product, Support, and Operations to resolve issues and deliver effective solutions.
• Identify potential growth opportunities and collaborate with Relationship Management or Sales to determine the appropriate next steps.
• Lead merchant onboarding, training, and adoption of relevant products, tools, and best practices.
• Communicate product enhancements, industry developments, and operational changes in a clear and customer-focused manner.
• Track and report on customer performance, engagement, risks, outcomes, and opportunities.
• Contribute to process improvements, internal knowledge sharing, and initiatives that strengthen the overall merchant experience.

What Success Looks Like

In this role, you will help merchants:

• Realize greater value from their partnership with Paysafe.
• Navigate operational and payment-related challenges with confidence.
• Adopt relevant solutions and best practices.
• Build stronger engagement across the customer lifecycle.
• Achieve positive business outcomes that support long-term retention and growth.

What We're Looking For

• Two to four years of experience in Customer Success, account management, merchant services, relationship management, or a related customer-facing role.
• Experience supporting B2B customers, ideally within payments, financial services, fintech, SaaS, or another technology-driven industry.
• Familiarity with payment platforms or providers.
• A working understanding of Customer Success principles, including onboarding, adoption, customer health, risk management, retention, and value realization.
• Experience managing multiple customer priorities and coordinating work across internal teams.
• Strong written and verbal communication skills.
• An analytical and detail-oriented approach to customer management and problem-solving.
• A proactive, customer-first mindset with the ability to anticipate needs and recommend next steps.
• The ability to work independently while contributing to a collaborative team environment.
• Adaptability, curiosity, and comfort operating in a fast-paced organization.

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 member 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. Are you ready to make an impact? Join our team that is inspired by a unified vision and propelled by passion.

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.