Enterprise Customer Success Manager (English/Spanish Speaker)

• FreedomPay is seeking a bilingual Enterprise Customer Success Manager (English/Spanish) to manage a portfolio of strategic enterprise customers across global markets
• This role combines strategic relationship management with hands‑on operational ownership to ensure customers receive exceptional service, achieve their business objectives, and maximize value from their partnership with FreedomPay
• Serve as the primary strategic advisor and trusted partner for a portfolio of enterprise and global customer accounts, building relationships with stakeholders at all levels, including executive leadership
• Develop and execute customer success strategies that drive adoption, retention, customer satisfaction, and long‑term business growth
• Conduct regular business reviews, provide consultative recommendations, and align FreedomPay solutions to customers’ evolving business objectives
• Manage day‑to‑day operational activities across customer accounts, including issue resolution, escalations, onboarding, change management, and ongoing account support
• Collaborate cross‑functionally with Sales, Product, Operations, Support, and Implementation teams to deliver exceptional customer outcomes and ensure alignment on customer priorities
• Act as the voice of the customer by identifying risks, gathering feedback, advocating for enhancements, and driving continuous service improvements
• Leverage AI‑powered tools, automation, and data‑driven insights to improve customer engagement, operational efficiency, reporting, and scalability across customer success processes
• Identify opportunities for account growth and expansion while partnering with sales teams to support renewals, upsell initiatives, and strategic account planning
• Maintain expertise in FreedomPay’s products, payments ecosystem, and industry trends to provide trusted guidance and thought leadership to customers
• Travel up to 20% as required to support customer meetings, business reviews, and industry events

Benefits

• Flexible work environment
• Company‑wide Bonus Plan based on shared performance results
• Start‑up environment focused on innovation and growth
• Work with the best teams and thought leaders in the industry
• Culture that encourages everyone to be their best self
• Comprehensive healthcare benefits

The ideal candidate is equally comfortable engaging executive stakeholders, coordinating cross‑functional initiatives, managing day‑to‑day operational activities, and driving customer‑focused process improvements in a fast‑paced environmentFluent in English and Spanish, with the ability to conduct customer meetings and business reviews in both languagesMinimum of 7+ years of experience in Customer Success, Strategic Account Management, Consulting, Relationship Management, or a similar customer‑facing roleExperience managing enterprise, strategic, or global customer accounts within a SaaS, technology, fintech, or payments organizationDemonstrated success working with executive‑level stakeholders and influencing decision‑making across complex organizationsBachelor’s degree in Business, Technology, Communications, or a related field, or equivalent professional experienceAbility to travel up to 10-20% domestically and internationally as business needs requireThis role is based in our London office and follows a hybrid work model, with team members expected to work onsite a minimum of two days per weekProficiency with CRM platforms, customer success tools, and data‑driven account management practicesSelf‑motivated, highly organized professional who thrives in fast‑paced, customer‑focused environments and can effectively support multinational customersExperience leveraging AI‑powered tools, automation, and analytics to improve customer engagement, operational efficiency and business outcomesExperience driving customer retention, adoption, satisfaction, and growth within complex customer environmentsDemonstrated problem‑solving and project management capabilities, including successfully navigating complex customer issues and cross‑functional initiativesExperience working within the payments, fintech, commerce, SaaS, or technology industries preferredProven ability to build trusted relationships with executive stakeholders and serve as a strategic advisor to enterprise customersStrong communication, presentation, facilitation, and relationship management skills, with the ability to lead executive‑level discussions and business reviews