The Role
Manage strategic enterprise customer accounts, serving as a trusted advisor to executive stakeholders. Drive adoption, retention, satisfaction, renewals, expansion, and customer value through success strategies and business reviews. Oversee onboarding, issue resolution, escalations, change management, and account support while coordinating cross-functional teams. Gather customer feedback, advocate for improvements, and use AI, automation, and analytics to improve engagement and operational efficiency. Travel up to 20% for customer meetings and industry events.
Summary Generated by Built In
The FreedomPay Commerce Platform is the technology of choice for many of the largest companies across the globe in retail, hospitality, lodging, gaming, sports and entertainment, foodservice, education, healthcare and financial services. FreedomPay’s technology has been purposely built to deliver rock solid performance in the highly complex environment of global commerce. The company maintains a world-class security environment and was first to earn the coveted validation by the PCI Security Standards Council against Point-to-Point Encryption with EMV standard in North America. FreedomPay’s robust solutions across payments, security, identity and data analytics are available in-store, online and on-mobile and are supported by rapid API adoption. The award winning FreedomPay Commerce Platform operates on a single, unified technology stack across multiple continents allowing enterprises to deliver a consistent, repeatable experience on a global scale. FreedomPay is a fast paced, high growth company with a great culture with competitive benefits and compensation with a business casual atmosphere.
FreedomPay is seeking an Enterprise Customer Success Manager to manage a portfolio of strategic enterprise customers across global markets. This role combines strategic relationship management with hands-on operational ownership to ensure customers receive exceptional service, achieve their business objectives, and maximize value from their partnership with FreedomPay. The ideal candidate is equally comfortable engaging executive stakeholders, coordinating cross-functional initiatives, managing day-to-day operational activities, and driving customer-focused process improvements in a fast-paced environment. This position may be based out of our Philadelphia headquarters or remotely from one of our approved employment states. Preference will be given to candidates located in the Philadelphia area who can participate in a hybrid work environment.
Main Job Responsibilities (including but not limited to):
- Serve as the primary strategic advisor and trusted partner for a portfolio of enterprise and global customer accounts, building relationships with stakeholders at all levels, including executive leadership.
- Develop and execute customer success strategies that drive adoption, retention, customer satisfaction, and long-term business growth.
- Conduct regular business reviews, provide consultative recommendations, and align FreedomPay solutions to customers' evolving business objectives.
- Manage day-to-day operational activities across customer accounts, including issue resolution, escalations, onboarding, change management, and ongoing account support.
- Collaborate cross-functionally with Sales, Product, Operations, Support, and Implementation teams to deliver exceptional customer outcomes and ensure alignment on customer priorities.
- Act as the voice of the customer by identifying risks, gathering feedback, advocating for enhancements, and driving continuous service improvements.
- Leverage AI-powered tools, automation, and data-driven insights to improve customer engagement, operational efficiency, reporting, and scalability across customer success processes.
- Identify opportunities for account growth and expansion while partnering with sales teams to support renewals, upsell initiatives, and strategic account planning.
- Maintain expertise in FreedomPay's products, payments ecosystem, and industry trends to provide trusted guidance and thought leadership to customers.
- Travel up to 20% as required to support customer meetings, business reviews, and industry events.
Basic Qualifications:
- Bachelor's degree in Business, Technology, Communications, or a related field, or equivalent professional experience.
- Minimum of 7+ years of experience in Customer Success, Strategic Account Management, Consulting, Relationship Management, or a similar customer-facing role.
- Experience managing enterprise, strategic, or global customer accounts within a SaaS, technology, fintech, or payments organization.
- Demonstrated success working with executive-level stakeholders and influencing decision-making across complex organizations.
Preferred Skills & Experience:
- Proven ability to build trusted relationships with executive stakeholders and serve as a strategic advisor to enterprise customers.
- Experience driving customer retention, adoption, satisfaction, and growth within complex customer environments.
- Strong communication, presentation, facilitation, and relationship management skills, with the ability to lead executive-level discussions and business reviews.
- Demonstrated problem-solving and project management capabilities, including successfully navigating complex customer issues and cross-functional initiatives.
- Experience working within the payments, fintech, commerce, SaaS, or technology industries preferred.
- Proficiency with CRM platforms, customer success tools, and data-driven account management practices.
- Experience leveraging AI-powered tools, automation, and analytics to improve customer engagement, operational efficiency, and business outcomes.
- Self-motivated, highly organized professional who thrives in fast-paced, customer-focused environments and can effectively support multinational customers.
As the fastest growing commerce company in the industry, we offer the opportunity for tremendous upward mobility within the company as well as development and professional growth opportunities. FreedomPay's fulltime roles provide exceptional benefits including medical, prescription, dental and vision coverage, Life Insurance, Retirement Plans with company match, commission sharing plan, flexible hybrid working environment, and great parental and other leave programs. All positions must be able to successfully pass a background check as well as a credit check.
FreedomPay is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Skills Required
- Bachelor's degree in Business, Technology, Communications, or a related field, or equivalent professional experience
- 7+ years of experience in Customer Success, Strategic Account Management, Consulting, Relationship Management, or a similar customer-facing role
- Experience managing enterprise, strategic, or global customer accounts within a SaaS, technology, fintech, or payments organization
- Experience working with executive-level stakeholders and influencing decision-making across complex organizations
- Ability to build trusted relationships with executive stakeholders and serve as a strategic advisor
- Experience driving customer retention, adoption, satisfaction, and growth within complex customer environments
- Strong communication, presentation, facilitation, and relationship management skills
- Problem-solving and project management capabilities, including navigating complex customer issues and cross-functional initiatives
- Experience in payments, fintech, commerce, SaaS, or technology industries
- Proficiency with CRM platforms, customer success tools, and data-driven account management practices
- Experience leveraging AI-powered tools, automation, and analytics to improve customer engagement, efficiency, and business outcomes
- Ability to support multinational customers in a fast-paced, customer-focused environment
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The Company
What We Do
The FreedomPay Commerce Platform is the best way for merchants to simplify complex payment environments. Validated by the PCI Security Standards Council for Point-to-Point Encryption (P2PE) along with EMV, Tokenization, Contactless and DCC capabilities, global leaders in retail, hospitality, gaming, education, healthcare and financial services trust FreedomPay to deliver unmatched security and advanced value added services.
