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Finix

Posted 4 months ago

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Customer Delivery Manager

San FranciscoOn-siteFull-time

AI Summary

A Customer Delivery Manager owns end-to-end delivery of payment acceptance and payouts solutions for strategic Finix clients, driving implementation, cross-functional collaboration, and revenue retention.

About this role

About Us
Move money. Make money. Finix is a full-stack acquirer processor, empowering businesses of all sizes with flexible, modern payment solutions. Processing billions of dollars annually, Finix enables SaaS, marketplace, and e-commerce platforms to accept payments, manage payouts, and onboard merchants seamlessly. With our no-code, low-code, and developer-friendly tools, businesses can get up and running in hours—not months.

Finix has raised over $175M, including a $75M Series C led by Acrew Capital, with participation from Lightspeed Venture Partners, Leap Global, American Express Ventures, Bain Capital Ventures, Homebrew, Inspired Capital, Sequoia Capital, Visa, and others.

About the Role:
Finix is seeking a relationship-focused and detail-oriented Customer Delivery Manager to manage Finix’s strategic customer base. The Customer Delivery Manager strives to increase Finix’s long-term value by aligning strategic and key initiatives with those of our Customers and Partners.
As a Customer Delivery Manager, you will be responsible for managing the end-to-end delivery of our payment acceptance and payouts solutions to platform clients, ensuring a seamless and successful implementation process. In this role, you will collaborate closely with cross-functional teams, including sales, product development, support, and risk/underwriting, to meet client requirements and exceed their expectations.

You Will:

  • Produce and report performance metrics to internal and external stakeholders
  • Hold quarterly business reviews with clients
  • Participate in internal evaluations of new products or services being considered for the roadmap
  • Establish and cultivate strong relationships with senior executives across different business units within our customers’ organizations
  • Collaborate cross-functionally with teams internally to define priorities, plan joint roadmaps, and help solve critical issues across the organization
  • Represent and advocate for our customers during internal conversations
  • Operate in a fast-paced environment, juggling priorities of multiple internal and external constituencies
  • Work on a variety of initiatives with customers including, but not limited to, product partnerships, distribution, and commercial partnerships
  • Leverage our tooling to ensure all customer data is updated, visible to the organization, and actionable
  • Use customer performance metrics to convey the value of our product and the contribution of Finix’s capabilities to customer goals
  • Uncover opportunities to help our customers unlock revenue growth and impact to their businesses

    • You Are:

  • Consultative in nature, with a high degree of empathy to identify and understand customer pains, goals, and opportunities.
  • Comfortable traveling to visit customers onsite attend industry trade shows, and host customers in our SF office
  • Excited to pursue revenue retention and customer health targets that will make our company successful
  • Self-motivated — Able to be proactive and flourish with minimal guidance within uncertain and ambiguous environments
  • A strong verbal and written communicator

    • You Have:

  • 3+ years of experience in Relationship Management, or similar roles at a top technology payments company
  • Experience working closely with Tier 1 SaaS and technology companies, financial institutions, and/or card networks at senior levels
  • Immense pride in your work, and approach even little tasks with craftsmanship and care. You sweat the details
  • You have excellent, thoughtful written and verbal communication skills. Effective communication is one of your superpowers
  • Experience with contract renewals and negotiation
  • Ability to identify product gaps and realize opportunities to solve with new or existing products (cross-sell/Upsell)
  • Strong product instincts and ability to identify opportunities for customers to utilize existing and in-development products
  • Prior knowledge/experience in the payment industry
  • Ability to partner with Finix product organization to build world-class features for existing customers

    • Skills

    API IntegrationsContract NegotiationCross-Functional CollaborationCustomer Success MetricsPayment AcceptancePayment ProcessingProduct DiscoveryRelationship ManagementRisk/UnderwritingSaaS

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