Enterprise Customer Success Manager
Finix, Colombia

About Us:Finix is the smartest way for businesses to own, manage, and monetize payments. Built by payments experts from Klarna, PayPal, and Worldpay, Finix is trusted by companies like Lightspeed POS Inc., Passport, and Clubessential to build and scale their payments infrastructure. Headquartered in San Francisco, with an additional office in Cincinnati, Ohio, Finix is a privately held company funded by American Express Ventures, Bain Capital Ventures, Homebrew, Inspired Capital, Lightspeed Venture Partners, Sequoia Capital, Visa, and others. To learn more, visit www.finixpayments.com.
About the TeamThe vision of Finix’s Customer Success team is to build trust-based relationships that allow us to understand our customers - their goals, motivations, and concerns - and uncover opportunities to deliver long-term value through Finix’s product suite. When we’re successful, our efforts will yield engaged, happy customers who renew and grow their relationship with Finix, and advocate on our behalf.Customer Success at Finix is a proactive, consultative, and revenue-generating team. We strive to understand, deeply, the why and the how, not just the what. We plan in quarters and years, not weeks or months. We sweat the details at all times, knowing that the aggregation of doing the little things right will compound and result in long-term success. We aim to surprise and delight our customers, not just support or please. We see around the corners, anticipate what is best for our customers, and guide them on their path to a successful experience.
What You’ll Be DoingAs an Enterprise Customer Success Manager you will be responsible for managing a book of Finix’s customer relationships based on the vision outlined above. You will be accountable for time-to-value, revenue retention, growth, and customer happiness across an assigned book of business. The role centers around building trust-based relationships with our customers to drive tight strategic alignment, positioning both our customer and Finix for long-term partnership and success.
The ideal candidate will bring a consultative and proactive approach, incredible customer empathy, a track record of developing meaningful customer relationships, and will be eager to dive into the world of payments.Responsibilities:

• Own the end-to-end success for a book of Finix’s customers, responsible for onboarding success, revenue retention, growth, and customer happiness metrics.
• Establish close alignment with your customers by cultivating strong relationships with senior executives to identify and achieve their goals and priorities.
• Serve as a representative of Finix to our customers, conveying our strategic and product direction, and sharing how this direction will contribute to our customers’ goals; and serve as a representative of our customers back to Finix’s cross-functional teams
• Use customer performance metrics to convey the value of our product and the contribution of Finix’s capabilities to customer goalsUncover opportunities to help our customers unlock new opportunities for revenue growth and impact to their businesses, and proactively plan for and lead customer renewal conversations

About You:

• You have 4+ years of experience in customer-facing roles and 2+ years of experience working in payments, financial institutions, and/or card networks.
• You have experience working with internal teams and customer stakeholders to understand their goals and needs, and delivering insights to benefit customers.
• You have excellent, thoughtful written and verbal communication skills. Effective communication is one of your superpowers.
• You take immense pride in your work, and approach even little tasks with craftsmanship and care. You sweat the details.
• You’re proactive. No challenge is too large for you to tackle it and see it through to completion.
• You’re consultative in nature, with a high degree of empathy to identify and understand customer pains, goals, and opportunities.
• You have a penchant for working in fast-paced, start-up environments. You flourish with minimal guidance.
• You will contribute to the development of the Customer Success team by bringing strong team-orientation, and finding opportunities to share knowledge and best practices.

Finix is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Applicants Only: External recruiting agency resume submissions will not be accepted.