Customer Success Manager (CSM)

Helcim is growing and we need to add to our Merchant Relationship team! Rather than moving through a checklist of tickets, a Customer Success Manager (CSM) (internally titled Merchant Relationship Specialist) acts as a dedicated business consultant and internal advocate for Helcim’s high-value accounts. Their day is defined by proactive, unscripted engagement—prioritizing a strategic phone call over an automated email to deeply understand a merchant’s unique business model and growth hurdles. They move beyond basic technical support to analyze a merchant’s processing health, identifying opportunities where Helcim can provide more value or reduce friction. Internally, they serve as a high-leverage connector, bypassing siloed ticketing systems to collaborate directly with Product, Risk, or Leadership teams to ensure their merchants’ specific needs are met. Ultimately, their success isn't measured by how fast they close a task, but by the depth of the trust they build and the long-term retention and growth of their assigned portfolio.