The Customer Success Manager (CSM) owns the post-sales operational relationship for an assigned portfolio of strategic Apriva accounts - ISOs, ISVs, resellers, and enterprise merchants - and is accountable for operational success, retention, adoption, expansion signal generation, and customer health from go-live forward. is a relationship-driven, payments-literate role that orchestrates Apriva's Professional Services, Support, Engineering, and Product teams on behalf of the customer; it is not a hands-on technical implementation role and it does not own new-logo sales or close expansion deals. The CSM is the customer's primary day-to-day advocate inside Apriva and the operational counterpart to Sales after the deal is signed.
Required Qualifications
- 5-8years of post-sales experience in Customer Success, Account Management, Service Delivery, or a comparable customer-facing role at a payments, fintech, or B2B SaaS company.
- Working knowledge of thepaymentsecosystem: gateways, processors, acquirers, ISOs, ISVs, terminal/device certifications, and the economics of merchant payment processing.
- Familiarity with industry standards and concepts:PCI DSS, P2PE, EMV (contact and contactless), tokenization,and unattended protocols such asMDB/ICP.
- Understanding ofmerchant boarding workflows, settlement and funding cycles, reconciliation, interchange basics, and chargeback handling.
- Demonstrated experience managing a portfolio of accounts to measurable retention and customer-health outcomes.
- Comfort leading executive-level conversations, QBRs, and renewal discussions with senior business and technical stakeholders.
- Strong technical literacy - able to read an integration spec, interpret API documentation ata high level, and follow an engineering escalation conversation - without serving as the hands-on implementer.
- Proficiencywith CRM and CS tooling (e.g., Salesforce, Gainsight,ChurnZero, HubSpot, or equivalent), ticketing systems, and standard productivity/reporting tools.
- Bachelor's degree or equivalent practical experience.
- Willingness to travel up to ~20% for customer meetings, QBRs, and industry events acrossApriva'sserved regions.
Preferred Qualifications
- Direct experience at a payment gateway, processor, acquirer, ISO/MSP, ISV, or terminal/device manufacturer (e.g., Stripe, Adyen, Fiserv, Worldpay, Global Payments, Shift4, Verifone, Ingenico, NCRVoyix, Toast, Square, Cantaloupe,Nayax, 365 Retail Markets).
- Vertical experience inunattended/self-service payments(vending, micro-markets, kiosks, EV charging, parking),DEX telemetry,closed-loop processing(campus, military, employee ID), retail, mobility, or hospitality.
- Hands-on familiarity with EMV certification workflows, processor migrations, or multi-MID enterprise deployments.
- Experience working in a partner-led / channel-driven commercial model (ISOs, ISVs, resellers).
- Multi-region account experience spanning the U.S., Canada, U.K., and/or Mexico, including awareness of region-specific scheme rules and processor landscapes.
- CSM-relevant certifications (e.g., Gainsight CCSM,SuccessCOACHING, CSPN) orpaymentscredentials (ETA CPP, PCIP).
