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Customer Success Manager



Atlanta, GA, USA
Posted on Tuesday, April 2, 2024

Who are we looking for?

Rainforest is looking for an experienced Customer Success Manager who is well-versed in Payment Facilitator models (or PayFac-as-a-service) for vertically-focused software platforms. As a Customer Success Manager, you will be responsible for ensuring that our clients' integration process is smooth and successful, but more importantly, you will help them optimize margins and revenue, guide them with expert go-to-market advice to increase adoption, and facilitate portfolio migrations.

The ideal candidate will be a payments industry professional with a deep understanding of vertically-focused platform growth strategies. In this role, you will have the opportunity to closely collaborate with other departments and provide tactical support in a startup environment.

To be successful in this role, you should have a proven track record of helping to grow embedded payments.

What are some of the high-impact opportunities you’ll tackle?

  • Work closely with clients to understand their business goals and objectives, develop strategies to achieve them, and serve as a key partner for enabling payments growth
  • Guide and manage clients throughout the integration process, from the initial setup, to testing and deployment, and through go-live
  • Provide guidance and support to clients on best practices for payment processing, optimization of margins and revenue, and maximizing adoption rates
  • Analyze client data to identify trends and opportunities for improvement
  • Provide expert advice to clients on go-to-market strategies, including product positioning, pricing, and messaging
  • Work collaboratively with cross-functional teams – including sales, product, and engineering – to ensure client success.
  • Develop and maintain strong relationships with clients, becoming a trusted advisor and advocate for their success
  • Work closely with clients to identify and obtain additional payments volume and related revenue opportunities Monitor and report on key metrics related to client satisfaction, retention, and revenue growth

This opportunity is for you if you have / are:

  • Bachelor's degree in business, finance, engineering, computer science, marketing, or a related field
  • 5+ years of experience in customer success, account management, or a related field, preferably in the embedded payments industry
  • Strong understanding of Payment Facilitator models (or PayFac-as-a-service) for vertically-focused software platforms
  • Strong understanding of credit card processing and ACH processing
  • Strong understanding of interchange and interchange drivers
  • Excellent communication skills, both verbal and written
  • Ability to build strong relationships with clients and internal stakeholders
  • Strong analytical skills, with the ability to interpret data and identify trends
  • Ability to work independently and manage multiple projects simultaneously
  • Strong problem-solving skills, with the ability to think creatively to overcome challenges
  • Passion for helping clients succeed and achieve their business goals
  • Authorization to work in in the United States of America as Rainforest does not engage in immigration sponsorship at this time