Customer Success Manager

Most customer success job descriptions read like a checklist of account management tasks and support tickets. This one is different.

At pmtbox (“Payment Box”), we’re building a fintech platform that helps businesses intelligently manage payments-related risk, fraud, chargebacks, card declines, and related operational workflows. We’re a VC-backed fintech with over 1,000 active clients, a small high-performing team, and big ambitions.

We’re looking for a Customer Success Manager who wants to help build, not just manage, a world-class customer experience. This is not a traditional “renewals and check-ins” customer success role. We’re looking for someone who:

• Thinks like an owner, not just an account manager, and enjoys solving customer problems proactively
• Builds trusted relationships with clients
• Is energized by fast-moving environments and ambiguity
• Can balance empathy with accountability
• Embraces AI and modern tools to work smarter and improve workflows
• Wants to help shape customer success processes as we scale

If you enjoy helping customers succeed, improving systems and workflows, and partnering closely with operations, product, and leadership teams to create exceptional customer experiences, this role may feel very different … in a good way.

You’ll work directly with customers after implementation to help them maximize value from the pmtbox platform. This role sits at the intersection of relationship management, operational problem-solving, communication, and customer advocacy. Expect to:

• Build strong relationships with customers and become a trusted partner
• Guide customers through onboarding transitions and early adoption
• Help clients navigate operational and workflow-related challenges and proactively identify risks, gaps, or opportunities within customer accounts
• Coordinate internally with Operations, Engineering, Product, Sales, and Leadership to resolve issues and improve the customer experience
• Assist with customer training, education, and enablement and help improve customer-facing documentation, playbooks, and processes
• Surface customer feedback and trends to help improve the product and customer journey and support retention, growth, and long-term customer satisfaction

This is not a heavily layered corporate environment with endless meetings and rigid departments. Our team is intentionally small, collaborative, and high ownership. We move quickly because the people here are thoughtful, accountable, and willing to solve problems together.

You’ll work closely with Founders and Leadership, Operations, Engineering, Sales, and enterprise customers. There will be ambiguity. Processes will evolve. Priorities may shift. We’re looking for people who are energized by that environment rather than frustrated by it. You won’t succeed here by waiting for someone to hand you perfectly documented instructions. You’ll succeed by:

• Taking ownership and communicating proactively and clearly
• Building trust with customers and teammates
• Solving problems calmly and thoughtfully
• Identifying opportunities for improvement
• Staying organized while balancing multiple priorities

We care less about perfect resumes and more about capability, judgment, communication skills, curiosity, and outcomes patterns. You might be a great fit if you:

• Have 3-7+ years of experience in customer success, account management, onboarding, client services, customer operations, or a related role
• Have experience supporting B2B SaaS, fintech, ecommerce, payments, or operational software customers
• Are comfortable communicating with both technical and non-technical stakeholders
• Can manage multiple customer relationships and priorities simultaneously
• Think beyond tasks and into systems, workflows, and operational improvements
• Are naturally proactive and customer-oriented
• Stay calm, solutions-focused, and organized when things get messy
• Enjoy helping customers feel confident, informed, and supported

Experience in fintech, ecommerce, payments, fraud, risk management, or operational workflows is helpful but not required.

Success in this role is not just “tickets answered” or “accounts managed.” Success looks like:

• Customers feeling genuinely supported and successful
• Strong customer retention and relationship health
• Clients confidently adopting and expanding their use of the platform
• Customer problems getting solved quickly and thoughtfully
• Clear communication and trust during difficult situations
• Internal teams staying aligned around customer needs
• Customer feedback driving operational and product improvements
• Customers viewing pmtbox as a premium strategic partner, not just a software vendor

• Early-stage fintech with real momentum and VC backing by Tandem Ventures (founders behind fintech unicorns including Divvy and Finicity)
• Small team, high ownership
• Work on meaningful ecommerce and payments infrastructure
• Build alongside founders and experienced operators
• Opportunity to help define and scale a critical customer-facing function
• Five-days-a-week in-office culture in Orem, Utah
• Competitive compensation and benefits package including enterprise-level medical, dental, vision, 401(k), and generous time off

We’re looking for builders. If you want a highly structured environment where every process already exists, this probably isn’t the right fit. If you want to help create what comes next, we’d love to meet you.