Senior Manager, Customer Success Strategy & Journey Management
Core
Design and execute differentiated customer success strategies across the merchant lifecycle for SMB, Mid-Market, and Strategic clients to improve activation, adoption, retention, and portfolio growth.
Role type
Senior Manager, Customer Success Strategy & Journey Management
Builds
Scalable engagement programs, journey frameworks, segmentation models, and vertical-specific success playbooks for financial services and commerce clients.
Domain
Fintech, Payments, Financial Services, SaaS
Deliverable
product features
Required skills
Customer lifecycle design, Segmentation strategy, Service model design, Cross-functional program leadership, Customer journey mapping, Operational governance, CRM platform management, Data analysis (SQL, Tableau, Power BI), Voice-of-customer program management
Preferred skills
Merchant acquiring or payment acceptance program experience, Vertical-specific engagement models (Retail, Restaurant/QSR, Healthcare, E-commerce), NPS/CSAT/retention analysis, Strategic presentation to senior leadership
Technologies
Salesforce, Gainsight, HubSpot, SQL, Tableau, Power BI, Excel
Responsibilities
Design end-to-end customer journey strategies; Develop customer journey maps and identify friction points; Create segmentation frameworks; Define service tiers and engagement models; Partner with Sales, Product, Operations, and Marketing leadership; Establish governance and service standards; Lead voice-of-customer programs; Build vertical-specific success playbooks.
Seniority
Senior Manager, hands-on IC with strategic oversight