Customer Success Manager (Remote)

New York, San Francisco, or Remote

Our mission at Fidel API is to unlock the full potential of payment cards. We offer a suite of financial infrastructure APIs that enable developers to build programmable experiences connected to purchases made in real-time using a card. Our tools are transforming how merchants and users interact by powering real-time, event-driven engagements in the loyalty and spend management verticals.

Our APIs are used by start-ups through global enterprises and are supported by the world’s largest card networks, including Visa and Mastercard.

Launched in 2018, Fidel is headquartered in London, with offices in Lisbon, New York, and remote employees globally. Fidel is backed by investors including Nyca Partners, QED Investors, Citi Ventures, RBC Capital and Commerce Ventures.

Reporting to the Head of Spend Management, the Customer Success Manager will be an integral member of the Go-to-Market team, dedicated to the Spend Management vertical. This person will partner with late-stage prospects and customers to launch their programs with Fidel API, own relationships with customers to ensure their programs launch and scale, ultimately driving utilization.

What you’ll do: 

• Build relationships: Establish and maintain strong, trusted relationships with key stakeholders at each customer. Serve customers as a strategic advisor and extension of their team. Partner with the Head of Spend Management and Fidel leadership to ensure deep executive engagement with customers.
• Be an expert: Develop a deep understanding of the spend management vertical, our customers and how Fidel’s platform and products services support their business. 
• Onboard customers: Lead customers through the onboarding process, working closely with internal teams to execute on each step, ensuring customers have a smooth, timely and positive 
• Manage and grow relationships: Manage day-to-day relationships with Fidel’s spend management customers, maintaining joint project plans with our customers, ensuring on-time delivery of key launch and growth milestones 
• Renew and grow business: Monitor customer usage and engagement, constantly looking for opportunities to grow usage of current products and upsell new products or features. This will include both renewals as well as supporting the Head of Spend Management on upselling and cross-selling
• Serve as an internal advocate: Advocate for our customers within Fidel, ensuring their feedback is heard and addressed. Collaborate with Product and Engineering to resolve issues and queries within SLAs and identify trends in customer needs.
• Shape future development: Work closely with our Product teams to educate customers on our product, new features to drive product adoption, and inform decisions on new products. Facilitate customer workshops as necessary.

We want you, if you have:

• 5-7 years relevant professional experience
• Experience in customer-facing professional services roles (consulting, account management, customer success or business development in B2B technology, spend management, financial services or top-tier consulting firms
• Proven ability to work with technical counterparts and build cross-functional internal relationships across teams to share feedback, troubleshoot and ideate workarounds as needed
• Experience launching, retaining and growing customers. You are obsessed with your customers and focus on deep and detailed account planning to ensure we meet joint success metrics and milestones
• Experience running implementation projects with multiple workstreams, leveraging project management and time management skills
• Excellent project management skills and ability to manage multiple projects simultaneously
• High adaptability, ability to work autonomously, and comfort with ambiguity in a high-growth, constantly changing environment

OUR VALUES

At Fidel API, we live by our values and what we stand for, and that feeds into every decision we make. Fidel comes from the Latin word ‘Fidelis’ which means reliability, trust, truth and dependability. We honor those values — and our commitment to them — by naming ourselves after the ancient root word itself.

Across our company, we speak over 10 languages and represent over 20 different nationalities. It’s our diversity of background, thinking, talents and skills that allows us to build truly global products for the developers who are driving payments innovation forward.

BENEFITS

We're committed to making Fidel API a fantastic place to work and we go to great lengths to give you what you need to succeed. Our benefits include:

• Unlimited holidays (you manage your time)
• Flexible work options - choose where you work (hybrid, remote or in one of our pet-friendly offices)
• Home office budget
• Enhanced Parental Leave - 16 weeks at 100% pay as our global minimum standard
• Health Insurance (Medical, Dental, Vision) with 100% premium coverage options
• 401k with 4% company match
• Annual Learning and Development budget
• Virtual and in-person team gatherings & activities (dependent on location)

Salary for this role can vary depending on experience and level. Total compensation may include annual bonus, commission, and equity. Additional benefits include 401k company match, healthcare premium coverage, and WFH stipend.

At Fidel API, we don’t just accept difference - we celebrate it, we support it, and we thrive on it. We’re proud to be an equal opportunity employer and we value diversity. We do not discriminate on the basis of educational attainment, race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status - simply, we consider all qualified applicants, consistent with any legal requirements. If you have a disability or special need that requires accommodation, please let us know.

If you think you’d be a great fit, apply today!

To all recruitment agencies: Fidel API does not accept agency resumes. Please do not forward resumes to our jobs alias, Fidel API employees or any other company location. Fidel API is not responsible for any fees related to unsolicited resumes.

Estimated Salary Range

$100,000—$140,000 USD