Customer Success Manager – Commercial Cards (Remote, US) at Zact Inc.

About the Role

We're an early-stage fintech building in the commercial payments space, and this is a foundational hire. As a Customer Success Manager, you'll own the full client experience for our commercial card clients — from onboarding through day-to-day support and long-term retention. You'll be working in a lean environment where no two days look alike, and where your institutional card knowledge will directly shape how we build our support function from the ground up.

Startup environment: This role comes with real ownership and influence over how this team is built. You should be comfortable with ambiguity, wearing multiple hats, and building processes that don't yet exist.

Work arrangement: Fully remote (US)

What You'll Do

• Serve as the primary relationship owner for a portfolio of commercial card clients, managing onboarding, escalations, and ongoing health reviews.
• Man an inbound client support phone line during business hours — fielding questions, triaging issues, and resolving card operations problems in real time.
• Field and resolve complex support requests across card issuance, transaction disputes, authorization rules, and program controls.
• Partner with card operations and product teams to triage processor-side issues and advocate for client-impacting fixes.
• Build and present business reviews (QBRs) covering utilization, exception trends, and program optimization recommendations.
• Guide clients through card program changes — new product features, network rule updates, and regulatory changes.
• Help build the support playbook — documenting processes, escalation paths, and resolution workflows as the function grows.
• Monitor renewal health, proactively flagging at-risk accounts and collaborating on retention plays.

Requirements & Preferences

● Required ★ Preferred / nice to have

• ~7 years in customer success, client services, or card operations — with meaningful time directly supporting commercial card programs.
• Prior experience at a bank or credit union in a commercial cards capacity (issuing, program management, or card operations).
• Strong understanding of commercial card products: corporate cards, purchasing cards, virtual cards, and fleet programs.
• Comfortable owning a live phone support queue — responsive, composed, and solutions-oriented under real-time pressure.
• Familiarity with card support workflows: disputes, chargebacks, authorization declines, card controls, and fraud escalations.
• Excellent client communication skills — able to translate technical card operations issues into clear, calm client-facing language.
• Self-starter mindset — you don't need a fully built team or established playbook to do good work.
• ★ Hands-on experience with card processing platform(s) — including file formats, dispute workflows, or back-office tools (strongly preferred).
• ★ Exposure to ACH, payment file formats, or back-office settlement processes.
• ★ Experience with CRM or CS platforms (e.g. Zendesk or similar).
• ★ Familiarity with interchange, network compliance, or card program economics.

Note on Fiserv experience: Fiserv platform experience is a meaningful differentiator for this role. Candidates who have worked directly with Fiserv's card processing tools, dispute management system, or data file formats will ramp significantly faster.

Who You Are

• You've lived inside a bank's commercial card world — you know the language, the ops constraints, and what clients actually care about.
• You're a natural translator between technical processor or ops issues and client business impact.
• You stay calm and methodical on a live call when a client escalation hits — you've been there before and know how to own the moment.
• You're energized by building, not just maintaining — and you see a startup as an opportunity, not a risk.
• You're organized, data-informed, and thrive without needing a lot of hand-holding in a remote environment.