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Mayflower is a technology company building large-scale entertainment products for a global audience. Our platforms serve millions of users worldwide and rank among the top-50 most visited websites globally. For more than 10 years, we've been creating reliable, high-performance solutions at the intersection of product, engineering, and entertainment.
The Customer Success Manager owns the merchant relationship from contract signing through onboarding, launch, ongoing support, retention, product adoption and account development.
This is not a sales hunting, technical support or KYB role. The CSM is the main business contact for the merchant and coordinates internal teams end-to-end.
Responsibilities
Take over merchants after Sales handover.
Coordinate onboarding, integration and launch.
Manage and develop a portfolio of merchants.
Maintain regular communication and conduct QBRs.
Support retention and identify churn risks.
Identify upsell opportunities and new processing needs.
Train merchants to use the product dashboard.
Coordinate incidents and escalations until resolution.
Work closely with Sales, Partnerships, Onboarding, Product, Tech, Finance, Risk and Compliance.
Maintain CRM, tasks, meeting notes and next steps.
Contribute to process and documentation improvements.
Attend several industry conferences per year.
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Mayflower
