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 initiatives by 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 architecture by 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 integration by 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 excellence by 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 initiatives by 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 management by 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 evolution by 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 integration by 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 teams to 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 experience in 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 skills with ability to successfully engage and influence stakeholders across all organizational levels, from C-suite executives to technical implementation teams.

Outstanding communication and presentation abilities with proven track record of translating complex technical concepts into business value propositions and strategic recommendations.

Analytical and problem-solving mindset with experience using data-driven insights to optimize customer outcomes and drive business growth.

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Tagged as: Data Analysis