The role

The Customer Success Manager (CSM) is responsible for managing the onboarding journey of new merchants, starting from the moment a kickoff is initiated by the Sales Teams. The CSM ensures a seamless transition from Sales / Pre-sales to operations by coordinating internal and external stakeholders, presenting tools and processes, and facilitating the go-live phase. This role excludes handling contract negotiation and pricing strategy, which remain under the purview of the AM.

Essential Duties and Responsibilities

Merchant Onboarding Coordination:

• Take ownership of the merchant onboarding process following the kickoff initiated by the Sales Team.

• Develop and manage onboarding plans, ensuring all stakeholders understand timelines, responsibilities, and deliverables.

• Act as the central point of coordination, ensuring a smooth transition from the kickoff to the operational go-live phase.

• Ensure data quality between CRMs and other Backoffice components.

Process Facilitation and Tool Presentation:

• Guide merchants through the onboarding process, presenting tools, systems, and processes essential for successful integration.

• Provide demonstrations and training of back-office tools to ensure merchant readiness.

• Ensure merchants follow established processes, providing clear guidance and support.

Internal and External Stakeholder Coordination:

• Collaborate with internal teams, including Integration, Risk, Compliance, Fraud, Legal, Sales, AM, Support to meet merchant requirements.

• Act as a proactive liaison between the merchant and internal departments, escalating and resolving issues as needed during on-Boarding phase.

• Maintain open communication with merchants, providing regular updates on progress and addressing concerns promptly during On-Boarding phase.

Kickoff and Progress Management:

• Lead onboarding activities from the point of kickoff (own by Sales), ensuring alignment on goals and next steps with all parties.

• Track and monitor the onboarding progress, identifying and mitigating potential delays or roadblocks.

• Serve as the merchant’s advocate during the onboarding journey, ensuring their needs are prioritized.

Go-Live Preparation and Handover:

• Oversee the readiness of all technical integrations, compliance checks, and operational processes leading to go-live (ensure financial is live and working).

• Conduct a final review with merchants to ensure all requirements are met and they are fully prepared for live operations with integration teams.

• Facilitate a comprehensive handover to the Account Management (AM) team, and insights are transferred effectively.

Feedback and Continuous Improvement:

• Collect feedback from merchants on the onboarding process to identify opportunities for improvement.

• Work with internal teams to refine tools, processes, and resources based on merchant insights.

• Stay updated on industry trends and best practices to enhance the merchant experience.

Education:

• Bachelor’s degree minimum

Experience:

• Proven experience in customer success, project management, or operational roles in the payment or fintech industry (a must).

• Experience in coordinating cross-functional teams and managing multiple projects simultaneously.

Skills:

• Strong organizational and project management skills with a detail-oriented approach.

• Excellent communication and presentation abilities, with the ability to clearly explain processes and tools to diverse audiences.

• Problem-solving and conflict resolution skills to address challenges during onboarding.

Technical Proficiency:

• Familiarity with payment technologies, platforms, and compliance requirements is a plus.

• Proficiency in CRM and data viz (Efficy, PowerBI, Zendesk, JIRA) systems, onboarding tools, and project management software.

• Ability to understand and communicate technical requirements for payment integration and data driven.

Languages

• Fluent French and English.

HR Interview (30min)

Head of Operations interview (1 hour)

COO Interview (1 hour)