Customer Success Manager

Job Description

About Valpay  

At Valpay, we’re building the next generation of embedded payments. We help SaaS companies transform payments from a utility into a new line of revenue. Our PayFac-as-a-Service model delivers all the benefits of integrated payments while we handle the complexity.  

In just two years, we’ve helped 3,000+ merchants across 12 verticals in North America, Europe, and Australia. Our Growth Pods operate like mini-business units—each one responsible for acquiring software partners, activating their merchants, and delivering sustained revenue growth.  
  

About The Role 

We’re looking for a Customer Success Manager to help our software partners and their merchants get the most out of Valpay. This role is centered on retention, satisfaction, and operational excellence—ensuring that once customers are live with Valpay, they stay successful and fully engaged. 

You’ll be the trusted point of contact for our partners post-implementation, guiding them through adoption, performance optimization, and ongoing support. Your mission is to reduce friction, increase confidence, and ensure every customer sees long-term value from Valpay’s platform. 

This is a unique opportunity to be the first Customer Success Manager in the region, giving you the chance to shape how customer success is built and executed locally. You’ll play a key role in defining best practices, establishing processes, and setting the standard for partner engagement as we continue to grow. 

What You’ll Do  

• Serve as the main point of contact for an assigned portfolio of SaaS partners and their merchant bases.  

• Build strong relationships to understand partner goals, challenges, and success metrics.  

• Drive adoption and usage by helping customers optimize their payment programs and use Valpay’s tools effectively.  

• Monitor partner and merchant health to proactively identify and address risks to retention or performance.  

• Collaborate with Support, Operations, and Product teams to resolve issues quickly and improve the customer experience.  

• Gather customer feedback and share insights internally to inform product enhancements and process improvements.  

• Develop and deliver training sessions, resources, and best practices to help customers self-serve and scale effectively.  

• Track account performance metrics (e.g., churn, activity, satisfaction) to measure retention and engagement.  

What You Bring  

• 3+ years of experience in Customer Success, Account Management, or a similar role—ideally in fintech, SaaS, or payments.  

• Strong relationship management and communication skills with a consultative, solutions-oriented approach.  

• Ability to manage multiple accounts and prioritize effectively in a fast-paced environment.  

• Experience analyzing customer data or KPIs to identify trends and opportunities for improvement.  

• Curiosity about payments, fintech, and how embedded solutions create value for software companies.  

• Empathy, patience, and a genuine desire to help customers succeed.  

Why You’ll Love Working Here  

• Opportunity to shape how SaaS companies monetize payments.  

• Collaborative, high-performing team that values ownership and impact.  

• Flexible, remote-first culture.  

• Competitive compensation and benefits.