Customer Success & Implementation Manager (Payments / Merchant Services) - Alternative Horizons Group : Job Details

Customer Success & Implementation Manager (Payments / Merchant Services) Customer Success & Implementation Manager (Payments / Merchant Services)

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Customer Success & Implementation Manager (Payments / Merchant Services)

On-site | Downtown West Palm Beach (Clematis St.)

Were hiring a Customer Success & Implementation Manager to onboard merchants, deploy payment terminals and gateways (e.g., Authorize.net, NMI), and grow accounts in a payments / merchant services environmenton-site in downtown West Palm Beach.

Why this role exists

Customer Success & Implementation Manager (Payments / Merchant Services)

On-site | Downtown West Palm Beach (Clematis St.)

Base salary: $60,000 $80,000

Were hiring a Customer Success & Implementation Manager to onboard merchants, deploy payment terminals and gateways (e.g., Authorize.net, NMI), and grow accounts in a payments / merchant services environmenton-site in downtown West Palm Beach.

Why this role exists

Alternative Horizons Group is a fast-growing payments ISO. We need a buildersomeone who will own onboarding and support now, then design the customer-success playbook that powers our growth.

What youll do

• Onboard and train from signed agreement through go-live; configure the platform and deploy payment terminals and gateways (e.g., Authorize.net, NMI).
• Own inbound customer issues (phone/email): triage, troubleshoot, resolve, and follow through. Aim for first-contact resolution and clear, timely communication.
• Design scalable CS workflowsticket routing, AI chat, knowledge baseto resolve issues fast.
• Monitor account health: review transaction patterns, flag anomalies, and mitigate risk with proactive recommendations.
• Track KPIs (retention, revenue lift, churn) and turn the numbers into action.
• Drive expansion: partner with sales & marketing on upsell / cross-sell plays that grow merchant value.

You might be a fit if you

• Have 25 years in customer success, account management, or service delivery at a payments processor, merchant-services ISO, e-commerce SaaS, or fintech.
• Have hands-on experience integrating payment tech (terminals + gateways) and can translate the jargon into plain English.
• Excellent communicator, solution-oriented, calm under pressure, with an entrepreneurial mindset.
• Enjoy building processes from scratch and see ambiguity as opportunitynot extra work.
• Comfortable with CRMs and excited to leverage AI tools to streamline support and surface insights.
• 100% on-site at our Clematis office.
• Payments experience is preferred, not requiredexceptional e-commerce/SaaS CS pros who learn fast should still apply; role scope and compensation will reflect experience.

Compensation & perks

• Base salary: $60,000 $80,000.
• Benefits stipend: monthly, company-funded.
• Generous Paid time off: 24 total paid days per year 17 company days (11 holidays + 5 fixed closure days + your birthday off) + 7 PTO days.
• Walkable office on Clematis; early-stage impactyour playbook becomes the standard as we scale.

How to apply

• Apply on LinkedIn (Easy Apply) and attach your rsum (PDF).
• Watch for an email from [email protected] with a Loom link to record a ?3-minute intro covering:

What values drive you at work

A tough client issue you solved and how you approached it

Why building CS processes from scratch excites you

• We review rsums and videos first, then schedule an in-person coffee chat on Clematis.
• Background check: Employment is contingent on a post-offer background check (identity and employment verification; role-related checks as permitted by law). We review results case-by-case and a record does not automatically disqualify you.

Seniority level

• Seniority level Entry level

Employment type

• Employment type Full-time

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