North America Enterprise Success Manager

What's Exciting About the Role

As the North America Enterprise Success Manager, you'll serve as a trusted operational partner for strategic enterprise customers, owning the overall health and success of assigned accounts after implementation.

This is a highly collaborative, customer-facing role where you'll drive operational excellence, lead post-implementation project management efforts, oversee ongoing production support, and partner with teams across Sales, Engineering, Implementation, and Account Management to deliver exceptional customer outcomes.

You'll have the opportunity to influence customer satisfaction, manage critical escalations, improve operational performance, and identify opportunities for account growth while becoming a key advisor to both customers and internal stakeholders

Key Responsibilities

• Serve as the primary operational point of contact for assigned customers, managing day-to-day relationships, providing ongoing support, and partnering with the commercial team to address operational needs and ensure seamless service delivery
• Own escalation management from identification through resolution, responding and resolving customer inquiries promptly by coordinating across internal departments
• Lead customer-facing meetings on operational topics, including escalation reviews, day-to-day operations, and outstanding action items
• Manage customer communication and project tracking by maintaining trackers, documenting meeting notes, distributing action items, monitoring progress, providing regular status updates, and driving open issues to timely resolution with both customers and internal stakeholders
• Perform non-technical project management, supported by enough technical fluency to communicate effectively with technical teams (deep technical expertise not required)
• Own and coordinate hardware and software rollouts and project plan development, working with all stakeholders to ensure accuracy and timeliness
• Attend Customer Governance calls and Quarterly Business Reviews (QBRs) alongside Sales and other stakeholders
• Represent the voice of the customer, gathering feedback to drive continuous improvement across the organization, including product

Skills and Experience We Desire

• Excellent customer service and interpersonal skills including exceptional written and verbal communication
• Effective time management and organizational skills
• Strategic planning capability
• Solid project management skills
• Ability to multi-task and manage multiple simultaneous accounts and inquiries
• Working knowledge of customer environments, the payments industry, and Verifone products and solutions
• Ability to maintain a positive work atmosphere and model strong leadership through words and actions
• Ability to work independently with minimal supervision

Requirements

• 3+ years of experience in Customer Success, Account Management, Operations, Project Management, or a related customer-facing role
• Experience managing multiple enterprise customer accounts and serving as a primary point of contact for operational support and issue resolution
• Proven ability to lead cross-functional initiatives and coordinate with teams such as Sales, Engineering, Implementation, Product, and Support
• Strong project management skills with experience tracking deliverables, managing timelines, and driving action items to completion.
• Experience managing customer escalations from identification through resolution
• Excellent verbal and written communication skills, with the ability to confidently lead customer meetings and present operational updates
• Ability to analyze service metrics, provide reporting, and identify opportunities for process and customer experience improvements
• Working knowledge of technology-enabled solutions, SaaS, payments, fintech, or related industries preferred
• Technical fluency sufficient to collaborate effectively with technical teams, though deep technical expertise is not required
• Experience supporting hardware and software deployments, implementations, or rollout coordination is a plus