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:

Bachelor's degree in Computer Science, Technology, Engineering, or a related field (Master's 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.

PayTech Group

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Client Success Manager (CSM) - Digital Payments