Customer Success Manager

What You Will Be Doing

Reporting to the Head of Customer Operations, you will act as the frontline advocate for our clients, ensuring seamless payment performance and delivering actionable insights to help merchants optimize their success with Peratera. You’ll monitor transaction flows, track conversion rates, and work across teams to troubleshoot and improve the customer experience.
 

• Actively monitor payment performance, transaction flows, and conversion rates across all client accounts
• Analyze key metrics to identify trends, anomalies, and opportunities for optimization
• Serve as the main point of contact for merchants post-onboarding, building strong, trust-based relationships
• Investigate and resolve transaction issues, working cross-functionally with product, engineering, and compliance
• Proactively provide clients with performance reports, insights, and recommendations to improve success
• Educate clients on best practices for payment routing, settlement, and reconciliation
• Maintain detailed records of client health, feedback, and support interactions
• Escalate urgent issues and work to remove blockers that impact customer satisfaction or revenue
   

We Are Looking For

• 3+ years in a customer-facing role within fintech or payments
• Strong analytical skills with experience interpreting and visualizing transaction or performance data
• Familiarity with payment flows, conversion tracking, chargebacks, and reconciliation processes
• Proficiency in tools like Excel, Looker, Tableau, or similar analytics platforms
• Outstanding communication skills—confident in explaining technical and financial concepts clearly
• A customer-obsessed mindset with a proactive approach to solving problems before they escalate
• Detail-oriented, highly organized, and comfortable managing multiple client relationships simultaneously
• Able to thrive in a fast-paced, dynamic, and data-driven environment