Customer Success Manager - Financial Technology

Summary

MarketStar provides outsourced B2B demand, sales, customer success, and revenue operations solutions for technology companies. The Customer Success Manager will manage a portfolio of high-value mid-market customers, drive adoption and retention of payment solutions, and identify opportunities for upsell, cross-sell, renewals, and long-term customer value.

Responsibilities

• Manage customer relationships via a dedicated book of business, owning the overall success of your customers, and ensuring long-term satisfaction and affinity
• Build and foster relationships with key decision-makers and stakeholders across multiple customer teams working to understand observed issues and offer solutions
• Drive account-wide adoption of products and services through proactive engagements, training, and support, helping customers drive maximum value
• Implement carefully timed, personalized playbooks triggered by customer activities
• Address low payments adoption through targeted outreach and enablement, investigating and identifying potential reasons for low adoption and usage
• Combat churn through carefully planned, positive experiences across the post-sales buyer journey
• Monitor customer health and create risk mitigation plans where needed
• Schedule business reviews to realign on goals, problems, and needs; define next steps to drive user adoption and resolve risk issues
• Continuously analyze data and customer activity to identify opportunities for upsell, cross-sell, and account management
• Provide timely, reactive support for questions and concerns, and deliver high-value information, product updates, and event invitations

Skills

• Experience with payment processing, money movement, or other financial/payment products
• Proven experience in a customer success or account management role, ideally within a SaaS, financial software, or subscription-based business model, including at least 2 years managing a dedicated book of business in the mid-market space
• Strong understanding of the post-sales customer journey
• Ability to orchestrate complex buyer experiences and drive long-term value
• Strong negotiation skills; comfortable navigating financial conversations and cancellations
• Excellent communication, interpersonal, and presentation skills
• A proactive and problem-solving mindset with a focus on customer outcomes
• Ability to analyze data and identify trends to inform customer strategies
• Experience with Salesforce, Gainsight, or other CRM and Customer Success platforms
• Familiarity with risk mitigation strategies to combat customer churn
• Understanding of ROI realization in subscription models
• Experience with onboarding and implementation processes for new solutions preferred

Qualifications

Must Haves

• Experience with payment processing, money movement, or other financial/payment products
• Proven experience in a customer success or account management role, ideally within a SaaS, financial software, or subscription-based business model, including at least 2 years managing a dedicated book of business in the mid-market space
• Strong understanding of the post-sales customer journey
• Ability to orchestrate complex buyer experiences and drive long-term value
• Strong negotiation skills; comfortable navigating financial conversations and cancellations
• Excellent communication, interpersonal, and presentation skills
• A proactive and problem-solving mindset with a focus on customer outcomes
• Ability to analyze data and identify trends to inform customer strategies
• Experience with Salesforce, Gainsight, or other CRM and Customer Success platforms
• Familiarity with risk mitigation strategies to combat customer churn
• Understanding of ROI realization in subscription models

Nice to Haves

• Experience with onboarding and implementation processes for new solutions preferred

Benefits

• Structured learning and career development programs
• Mental health program
• Generous Paid Time Off policy
• Paid medical leave
• Child/Dependent care reimbursement
• Education reimbursement
• 401k match, hardship loan program, access to financial wellness advisor
• Comprehensive healthcare coverage including medical, dental, and vision
• Remote work: US - Remote
• This pay structure may also include a variable bonus component of $15,000.00 USD annually