Customer Success Manager - Enterprise at Verifone

Why Verifone For more than 40 years Verifone has established a remarkable record of leadership in the electronic payment technology industry. Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide. Verifone has a diverse, dynamic and fast paced work environment in which employees are focused on results and have opportunities to excel. We take pride in the fact that we work with leading retailers, merchants, banks, and third party partners to invent and deliver innovative payments solution around the world. We strive for excellence in our products and services, and are obsessed with customer happiness. Across the globe, Verifone employees are leading the payments industry through experience, innovation, and an ambitious spirit. Whether it’s developing the next platform of secure payment systems or searching for new ways to bring electronic payments to new markets, the team at Verifone is dedicated to the success of our customers, partners and investors. It is this passion for innovation that drives each one of our employees for personal and professional success. Verifone is proudly an in-office work culture as we see immense benefits to career development and business results from our colleagues being physically co-located. Currently, we do allow a hybrid work schedule but we regularly revisit our attendance policy. What's Exciting About The Role We are transforming the way we support our customers, and we’re looking for a Customer Success Manager to play a key role in driving customer satisfaction, retention, and operational excellence for our Enterprise customers. You will serve as the primary operational point of contact for Verifone’s Enterprise customers, guiding them from onboarding through steady-state operations, ensuring they achieve their business objectives and receive best-in-class support at every stage. You will act as a trusted advisor - proactively tracking customer health, identifying opportunities for improvement, resolving escalations, and coordinating internally to deliver seamless support. This is a highly visible, relationship-driven role that sits at the intersection of customer experience, operations, and service excellence. Key Responsibilities: • Act as the main operational contact for assigned Enterprise customers, building strong, long-term partnerships. • Own the customer journey from order placement through onboarding, implementation, and steady-state operations. • Proactively monitor customer health, anticipate needs, and take action to prevent issues or escalations. • Lead Quarterly Business Reviews (QBRs) - coordinating with Sales, Account Management, Operations, and Support to present customer health, KPIs, and service performance. • Serve as the voice of the customer within Verifone, advocating for their needs during system releases, product updates, and process enhancements. • Track and manage customer incidents, inquiries, and tickets — ensuring visibility, accountability, and timely follow-up. • Use data and KPIs to analyse performance trends, highlight areas for improvement, and communicate value to customers. • Coordinate across multiple regions to deliver consistent, high-quality service to global customers. • Manage standardized communication processes and templates, ensuring timely and professional engagement with all stakeholders. • Identify and escalate potential risks, conflicts, or service gaps that could impact the customer experience. Skills and Experience we desire • Proven experience in Customer Success, Account Management, Service Delivery, or Helpdesk/Technical support roles • Background in payments preferred. • Proven experience managing complex, customer relationships. • Strong relationship management and customer advocacy skills. • Excellent communication and presentation abilities - comfortable leading customer QBRs and executive discussions. • Analytical mindset with experience leveraging KPIs and data insights to drive decisions. • Strong organizational and project management skills with the ability to manage multiple priorities. • Confident working across cross-functional teams (Sales, Operations, Product, and Support). • You are proactive, with the ability to work independently and take ownership of customer outcomes. • Fluent English required, additional languages are a plus. • Flexibility for occasional travel for key customer engagements as needed. Why Join Verifone? • Work with some of the world’s most recognized global brands. • Be part of a collaborative, fast-moving global Customer Success team. • Help shape the future of customer engagement and satisfaction at a global scale. • Competitive compensation and opportunities for career growth in a truly international environment. Our Commitment Verifone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Verifone is also committed to compliance with all fair employment practices regarding citizenship and immigration status.