Customer Success Manager

WELCOME TO INGENICO  

Ingenico is the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators and fintech customers our world-class terminals, solutions and services enable the global ecosystem of payments acceptance.

With 40 years of experience, innovation is integral to Ingenico’s approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. At Ingenico, trust and sustainability are at the heart of everything we do.

ABOUT THE ROLE & TEAM

The Customer Success Manager (CSM) is responsible for driving commercial growth and ensuring client satisfaction through effective value realization and solution adoption. This role co-leads Quarterly Business Reviews (QBRs) with Key Account Managers (KAMs), manages client P&Ls, and identifies upselling opportunities. The CSM acts as the primary point of contact for support-related issues, overseeing the full lifecycle of documented Level 1 (L1) support tickets and coordinating client onboarding in the absence of a Project Manager. In Managed Services environments, the CSM is accountable for service level agreement (SLA) adherence, cost-to-serve optimization, system uptime, issue resolution, and performance KPI reporting.

As a successful hire, you will support and protect our company's revenue by doing what you do best: deploying operational excellence and leading team objectives that aligns with our commercial objectives. Through collaboration with other departments in the business, you will build our reputation as a trusted partner and thought leader in the payment ecosystem.

 WHAT YOU’LL DO

• Ensure clients gain measurable value from solutions, fostering adoption and satisfaction
• Partner with KAMs to co-lead Quarterly Business Reviews (QBRs)
• Manage client P&L and identify revenue growth opportunities
• Act as primary contact for client support issues, overseeing L1 ticket resolution
• Lead onboarding activities when a PM is not assigned
• In managed services, ensure SLA compliance, optimizing cost efficiency, uptime, resolution speed, and KPI performance

ABOUT YOUR SKILLS

• Client-focused with a proactive and professional attitude
• Strong team player who enjoys collaborating to find the best solutions
• Skilled in people, project, and time management
• Experienced in stakeholder management and relationship building
• Clear and effective communicator, able to demonstrate value to merchants
• Passionate about delivering excellent customer care
• Adaptable, with strong interpersonal skills to thrive in diverse situations
• Attentive to client needs with a thoughtful, consultative approach
• Analytical problem-solver with the ability to identify and resolve issues quickly
• You are willing and able to gain a good functional understanding of operational flows
• Minimum Bachelor-level in related field
• Payments/fintech industry experience is highly desirable
• Advanced English and Spanish proficiency
• 3 - 5 years of working experience in a comparable role
• Salesforce experience is preferred

AAP/EEO Statement:

lngenico provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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