Customer Success Manager - Payments

Job description

Vyntra helps financial institutions understand, monitor and protect their critical transaction ecosystems. Our Transaction Observability platform gives banks real-time visibility into the flow of transactions across complex payment environments, helping operations teams investigate issues faster, improve resilience and understand what's happening across their transaction landscape. We're looking for a Customer Success Manager to own relationships with an international portfolio of banking customers across Europe, North America and APAC. This role sits at the intersection of Customer Success and payments. You'll need to understand the payments world well enough to have credible conversations with banking customers, while building the relationships that drive adoption, retention and long-term growth. You don't need to be a payments engineer or the person who solves every technical issue. You do need to understand the customer's environment, recognise what matters and bring together the right people across Vyntra to achieve the right outcome. This is a hybrid role with around two days a week in our Mechelen office and regular customer travel. What You'll Do Own the relationship with a portfolio of banking customers, taking responsibility for satisfaction, adoption, retention and growth. Build trusted relationships across payments, operations, technology and executive stakeholders. Understand each customer's transaction environment, priorities and operational challenges. Develop customer success plans and lead regular business reviews, connecting customer objectives with the value they achieve from Vyntra. Proactively identify adoption gaps, risks and opportunities rather than waiting for customers to raise problems. Coordinate Product, Professional Services, Support and other internal teams around customer priorities. Look beyond individual issues to understand the wider health and direction of the customer relationship. Identify opportunities to expand the relationship through increased adoption, upsell and cross-sell. Bring customer insight back into Vyntra, helping shape product development, use cases and Customer Success best practice. Who You Are You're an experienced customer-facing professional who understands both relationships and the payments environment. You can step back from individual issues, understand the bigger picture and work out what the customer is trying to achieve. You're comfortable coordinating different teams and building relationships with business, operational and technical stakeholders. You don't need to be deeply technical. What's important is having enough payments knowledge to understand the conversation, ask good questions and be credible with customers. What We're Looking For Professional experience within the payments ecosystem for example payments technology, transaction banking, payment operations, payment processing, financial messaging, acquiring or another relevant banking/payments environment. Experience owning ongoing relationships with complex B2B or enterprise customers. A good working understanding of how payments move through banks and payment ecosystems. Experience in Customer Success, Client Relationship Management, Account Management, Technical Account Management, Professional Services or a similar customer-facing role. Ability to work across multiple customer stakeholders and coordinate internal teams to drive actions through to completion. Commercial awareness, including retention, adoption and account growth. Clear, concise communication and the confidence to build relationships with senior stakeholders. Fluent English; French and/or Dutch (Flemish) strongly preferred. We may also consider someone with an outstanding enterprise Customer Success background and strong financial services experience who can demonstrate a solid understanding of the payments landscape and the ability to build deeper domain knowledge quickly. Nice to Have Experience with SWIFT, SEPA, ISO 20022, payment rails, messaging standards or payment infrastructure. Experience in Transaction Observability, payment operations, fraud, AML or Financial Crime Prevention. Experience delivering customer workshops, training or solution demonstrations. Experience within a SaaS or growing FinTech environment. Familiarity with AI-enabled or data-driven platforms. About Vyntra Vyntra combines Transaction Observability and Financial Crime Prevention to help financial institutions gain visibility into their transaction ecosystems, strengthen operational resilience and combat financial crime. Today, more than 100 financial institutions worldwide rely on Vyntra to improve operational efficiency, strengthen compliance and build trust across their financial operations. #transactionobservabiity #payments #vyntra #fincrime