Customer Success Representative

About the Role
We’re seeking an experienced Customer Success Representative to join our team at Payment Studio. In this client-facing role, you’ll be the primary point of contact for our clients, ensuring their satisfaction, retention, and success with our payment processing solutions.

As a CSR, you’ll build lasting partnerships with clients, drive value from our payment solutions, and identify growth opportunities within your portfolio. You’ll work independently and collaboratively with internal teams to solve client challenges and ensure they maximize their investment in our services.

Key Responsibilities
- Serve as the main contact for a portfolio of clients, ensuring satisfaction and retention
- Build strong relationships with clients by understanding their business needs and payment processing goals
- Assist clients with onboarding and provide ongoing support for our payment processing solutions
- Conduct regular check-ins to ensure client success
- Address client concerns proactively and collaborates with internal teams to provide solutions
- Identify upsell and cross-sell opportunities to increase client value
- Gather client feedback and provide insights to improve service offerings
- Track and report on key customer success metrics (retention rates, satisfaction scores, etc.)

Required Qualifications
- 2+ years of customer success, account management, or client-facing experience
- Demonstrated ability to build and maintain strong client relationships
- Excellent English communication skills (written and verbal) with attention to detail
- Proficiency with CRM platforms and digital and AI tools
- Ability to work independently, manage your own time, and stay organized
- Problem-solving mindset with a proactive approach to client needs
- Strong interpersonal skills and ability to work cross-functionally

Preferred Qualifications
- Experience in the fintech or payment processing industry
- Knowledge of payment systems and merchant services
- Familiarity with client onboarding and success metrics
- Experience managing multiple clients simultaneously
- Bachelor’s degree or equivalent professional experience