Customer Success Manager – Solutions Engineering and Support

Customer Success Manager – Solutions Engineering and Support

About the role

Our customers and partners are some of the fastest-growing, technology-driven payments startups today. The Customer Success Manager – Solutions Engineering and Support role is a strategic position responsible for ensuring our customers achieve maximum value from the OpenFabric platform while driving long-term success and growth. You will serve as the trusted advisor and primary advocate for our customers’ technical and business objectives throughout their entire journey with OpenFabric.

You will…

• Lead strategic customer success initiativesby serving as the primary technical relationship manager for our enterprise customers and key partners, ensuring their long-term success and growth with OpenFabric’s payment tokenization and orchestration platform.
• Drive complex technical solution architectureby working closely with customers to design, implement, and optimize end-to-end payment solutions that integrate seamlessly with their existing financial services infrastructure, including issuer and acquiring stacks, card management systems, and payment gateways.
• Provide expert consultation on financial services integrationby leveraging deep knowledge of network schemes (Mastercard, Visa, AMEX), payment processing workflows, and industry standards to guide customers through complex implementation challenges and regulatory requirements.
• Lead technical enablement and support excellenceby developing comprehensive technical documentation, conducting advanced training sessions, and providing ongoing support to ensure customers can effectively leverage OpenFabric’s full capabilities while minimizing time-to-value.
• Drive expansion and retention initiativesby identifying upsell and cross-sell opportunities, monitoring customer health metrics, and proactively addressing potential churn risks through strategic engagement and technical optimization recommendations.
• Deliver comprehensive post go-live support and ongoing relationship managementby conducting regular monthly and quarterly business reviews with customers, monitoring key performance indicators, addressing operational challenges, and ensuring continuous optimization of payment solutions to meet evolving business needs.
• Champion customer advocacy and product evolutionby identifying gaps in functionality based on customer feedback, collaborating with internal product and engineering teams to prioritize enhancements, and ensuring customer requirements are translated into actionable product roadmap items.
• Coordinate strategic partnerships and ecosystem integrationby managing relationships with critical third-party providers including ACS/3DS authentication providers, network schemes (Mastercard, Visa, AMEX), and other financial services partners to support engineering teams in delivering seamless integrations and resolving complex technical issues.
• Collaborate cross-functionally with sales and product teamsto support pre-sales technical discovery, provide customer insights for product development, and ensure seamless handoffs from sales to implementation to ongoing success management.

Skills we would love to see

• 15+ years of progressive experiencein customer success, solutions engineering, technical account management, or similar customer-facing roles within the financial services technology sector.
• Deep financial services ecosystem expertise with comprehensive understanding of:
• Advanced technical knowledge of critical financial services components including:
• Expertise in financial messaging standards with hands-on experience in:
• Strong systems integration capabilities with proven experience in:
• Technology proficiency with working knowledge of:
• Exceptional relationship management skillswith ability to successfully engage and influence stakeholders across all organizational levels, from C-suite executives to technical implementation teams.
• Outstanding communication and presentation abilitieswith proven track record of translating complex technical concepts into business value propositions and strategic recommendations.
• Analytical and problem-solving mindsetwith experience using data-driven insights to optimize customer outcomes and drive business growth.

#J-18808-Ljbffr

Tagged as: Data Analysis