Client Success Manager Digital Payments

Job Title: Client Success Manager (CSM) - Digital Payments

Employment type: Contract (On-site)

Contract length: 12 months

Location: Amman Jordan

PURPOSE OF THE PROJECT

The CSM will manage strategic enterprise client relationships serving as a trusted advisor to senior executives and key decision-makers. Lead complex product implementations and business transformation initiatives driving successful adoption commercial growth and long-term client value. Collaborate with cross-functional and regional stakeholders to deliver large-scale projects leveraging data-driven insights to inform strategy optimise performance and achieve business objectives.

Core Responsibilities and Accountabilities:

Client Relationship Management

• Function as the primary post-sale point of contact for assigned clients.
• Build trusted relationships across business and technical stakeholders.
• Understand client objectives pain points and strategic priorities.
• Conduct regular business reviews and success planning sessions.

Success Planning & Value Realization

• Develop and maintain Client Success Plans (CSPs).
• Define measurable client outcomes and track progress.
• Demonstrate business value through data-driven insights and performance reviews.
• Drive achievement of client KPIs and business goals.

Product Adoption & Growth

• Maximize utilization and adoption of our products and services.
• Identify under-utilized solutions and recommend optimization opportunities.
• Drive revenue realization from newly implemented products.
• Surface qualified sales leads and expansion opportunities for Account Executives.

Program & Operational Leadership

• Monitor onboarding and implementation progress.
• Orchestrate internal stakeholders across Product Sales Risk Operations Technical Solutions and Support.
• Function as an escalation point for critical client issues.
• Ensure client readiness for product launches and changes.

Business Optimization

• Analyze client performance trends and health metrics.
• Proactively identify opportunities for improvement.
• Provide strategic recommendations using data and industry knowledge.
• Support retention and long-term client growth.

Knowledge and Experience:

• Strong client-centric approach with expertise in stakeholder management needs analysis and executive communication.
• Expertise in lead generation success planning data-driven storytelling product adoption and consultative client engagement.
• Strong commercial acumen with critical thinking advanced problem-solving and data analytics to deliver strategic outcomes.
• Proven ability to manage projects coordinate cross-functional teams optimise resources and deliver outcomes within tight timelines.

Mandatory Skills:

• Bachelors degree in Computer Science Technology Engineering or a related field (Masters preferred).
• 12 years of experience in Payments Banking Financial Services FinTech Consulting and Client Success / Relationship Management
• Regional experience including working in a faced-paced matrix organisation.
• Excellent communication skills in English (written verbal and presentation).

Preferred Skills:

• Good understanding of payment systems digital platforms system workflows security basics and industry technologies.
• An understanding of regional regulations across financial services or payment networks.