Customer Success Manager - Enterprise in Ashford

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 solutions around the world.

What's Exciting About The Role

We are transforming the way we support our global customers, and we are looking for a Customer Success Manager (CSM), Global Enterprise to play a key role in driving customer satisfaction, retention, and operational excellence across Verifone's worldwide network. You will serve as the primary operational point of contact for Verifone's Enterprise customers who have a global presence. You'll guide 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 global support. This is a highly visible, relationship-driven role that sits at the intersection of customer experience, operations, and service excellence.

Responsibilities

• Act as the main operational contact for assigned global 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.

Qualifications

• Proven experience in Customer Success, Account Management, or Service Delivery roles, ideally within a global or enterprise environment.
• Background in payments preferred.
• Proven experience managing complex, multi-region 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 a plus.
• Flexibility to work across time zones and occasional travel for key customer engagements as needed. May include travel outside of UK.

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.