Customer Success Manager - Forward

About Us:

Forward is building the next generation of embedded payments. We help software companies monetize payments leveraging Forward’s best-in-class products and innovations combined with a transparent collaborative approach to growing their business. 

Position Overview:

The Customer Success team is responsible for strategically aligning with our partners to achieve their payments goals.

We are searching for a highly motivated and results-driven Customer Success Manager to join our dynamic team. In this role, you will be pivotal in establishing and nurturing strategic partnerships to drive processing revenue through the system, with a specific focus ensuring our partners hit their targeted product integration and payment monetization KPIs. The ideal candidate will bring a proven track record in partner management within the embedded payments domain and possess a deep understanding of the unique challenges and opportunities when it comes to partner onboarding and on-going strategic support in this space.

Key Responsibilities:

• Client Onboarding and Implementation: 
• Lead the onboarding process and project plan for new clients, guiding them through the setup and implementation of our  products.
• Collaborate closely with cross-functional teams including product, engineering, and payment operations to ensure smooth integration and initial deployment.
• Lead the conversion plan and execution of any backbook customers (if applicable)
• Relationship Management: 
• Develop and maintain strong relationships with clients, serving as their primary point of contact for all post-sales activities. 
• Proactively engage with clients to understand their business objectives, address concerns, and identify opportunities for value-added services and backbook conversions.
• Hold quarterly or semi-annual reviews with clients to track progress against goals, roadmap initiatives, open items, etc.
• Strategic Consulting: 
• Act as a trusted advisor to clients, providing strategic guidance and best practices to optimize their use of our embedded payments solutions. 
• Offer insights and recommendations to help clients achieve their adoption and payments monetization goals and maximize the value of our platform.
• Product Education and Training: 
• Conduct training sessions and workshops for clients to educate them on the features and functionalities of our embedded payments solutions. 
• Empower clients to leverage the full capabilities of our platform to drive business growth and innovation. (leave this in here for now)
• Performance Monitoring and Analysis: 
• Monitor key performance metrics and usage data to assess client satisfaction and identify areas for improvement. 
• Analyze trends and patterns to proactively address issues and enhance the overall customer experience.
• Produce case study content and referenceable clients that can be used to help close net new clients
• Renewals and Upsells: 
• Collaborate with CSM leadership to ensure successful renewals of client contracts.
•  Identify opportunities for upselling additional products or services based on client needs and usage patterns.
• Feedback Collection and Product Advocacy: 
• Gather feedback from clients to inform product development and roadmap prioritization. 
• Serve as a vocal advocate for clients within the organization, championing their needs and advocating for enhancements to our embedded payments solutions.

Qualifications:

• Proven experience in partner management management within the embedded payments space.
• Strong track record of achieving and surpassing client KPI targets in the embedded payments sector.
• Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships.
• Strategic thinker with a deep understanding of embedded payments technology and market dynamics.
• Familiarity with CRM systems and other sales tools.
• Bachelor's degree in Business, Marketing, or a related field.
• 5+ years of experience in partner management, with a specific focus on the embedded payments ecosystem.

How to Apply:

If you are a dedicated and experienced Customer Success Leader who is ready to join a rocketship startup, we would love to hear from you. 

Forward is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.