Customer Success Manager

We are hiring a Strategic Success Manager to own a small portfolio of our largest and most complex US accounts: enterprise customers and the strategic platform and reseller partners who deliver PCI Pal to them. These accounts represent a significant share of our recurring revenue, and each one involves multiple stakeholders, integrations, and commercial layers. 
 
You will be the senior, trusted advisor to these accounts, from contact center operations leads to CIOs, CISOs, and partner alliance teams. You will be technically credible enough to lead an architecture conversation, and commercially sharp enough to lead a multi-year renewal. Internally, you will orchestrate Professional Services, Product, Engineering, Sales, and Marketing to deliver outcomes for your accounts. 
This is a senior individual contributor role reporting to the SVP of Customer Success.

• 8+ years in Customer Success, Strategic Account Management, or Technical Account Management in B2B SaaS, with at least 4 years owning large, strategic enterprise accounts.
• A track record of retaining and growing seven-figure ARR accounts or portfolios, including leading complex multi-year renewals and negotiations.
• Proven experience managing accounts delivered through, or alongside, technology partners, resellers, or OEMs, and navigating the commercial and operational complexity that comes with them.
• Strong technical depth: you are comfortable discussing integrations, APIs, cloud architecture, SSO and authentication, and security, and can hold your own with solutions architects and engineers.
• Executive presence: you have built trusted relationships at VP and C-level and can lead difficult conversations with confidence.
• Strong commercial acumen, including deal structuring, pricing, and contract terms.
• Analytical: you use data on usage, health, and revenue to spot risk and opportunity, and turn it into clear recommendations.
• Experience leading cross-functional teams without direct authority, especially through escalations.
• Willingness to travel to customer and partner sites and events within the US, typically up to 30%.

 
Nice to have

• Experience in contact center, CCaaS, or UCaaS ecosystems such as Genesys, Amazon Connect, Zoom, NICE, Five9, or Microsoft Teams.
• Knowledge of payments, PCI DSS, or other compliance-driven technology such as security or data privacy.
• A background in solutions engineering, solutions architecture, or technical account management before moving into a commercial role.
• Experience with Salesforce, HubSpot, or a customer success platform such as Gainsight or ChurnZero.

Strategic account leadership 

• Own the end-to-end relationship for a portfolio of high-value enterprise accounts, building executive sponsorship and multi-threaded relationships across IT, security, compliance, finance, and contact center operations. 
• Build and run strategic account plans that tie PCI Pal to each customer's business goals, compliance obligations, and technology roadmap. 
• Lead executive business reviews that cover value delivered, adoption, risk, and the joint roadmap. 

Partner and channel navigation 

• Manage accounts delivered through strategic platform and reseller partners, clearly navigating who owns the end customer, the contract, the integration, and first-line support. 
• Build working relationships with partner alliance, account, and technical teams so that partner and PCI Pal priorities stay aligned. 
• Resolve conflict and ambiguity in three-way relationships between PCI Pal, the partner, and the end customer. 

Technical advisory 

• Act  as a technical advisor on how PCI Pal is deployed in each customer's environment, including telephony and contact center integrations, APIs, payment gateways, and authentication. 
• Lead customers and partners through platform changes, migrations, and partner-driven changes with minimal disruption. 
• Translate complex technical issues into clear business impact for executives, and customer needs into clear requirements for Product and Engineering. 
• Lead the account through escalations and major incidents, coordinating Support, Engineering, and the partner. 

Commercial ownership 

• Own renewals for your portfolio, including complex, multi-year, and partner-led agreements, and lead negotiations on pricing, scope, and terms. 
• Hit targets for gross retention, net revenue retention, and expansion through upsell and cross-sell. 
• Forecast renewals and expansion accurately and flag risk early. 

Risk, insight, and advocacy 

• Measure account health using usage data, health scores, NPS, and stakeholder sentiment, and report churn risk with clear mitigation plans to senior leadership. 
• Represent the voice of your accounts in product roadmap and go-to-market decisions. 
• Develop customers and partners as reference accounts, case studies, and advocates. 

• 25 days PTO 
• Medical, dental and optical insurance cover 
• An exciting and flexible working environment surrounded by friendly and committed co-workers
• “Work from anywhere” 2 weeks per year policy
• Reward, benefits and wellbeing hub (offering support, discounts, cashback and savings)
• Training and development opportunitie
• Ad-hoc team events, incentives and competitions