Technical Customer Success Manager

Calling all innovators – find your future at Fiserv.

We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

What does a successful Technical Customer Success Manager do?

We are seeking a Technical Customer Success Manager to be a Partner in Possibility for our small business merchant clients. This hybrid, customer-facing and technical role will deliver merchant onboarding, training, product optimisation and terminal lifecycle support for SaaS platforms and payment terminals, while driving retention through proactive enablement and continuous improvement. You will not be assigned a fixed set of clients; instead you'll work across a dynamic portfolio of merchants with the opportunity to help them grow their businesses by increasing adoption and utilisation of our products and services.

What You Will Do:

• Act as the primary technical advisor for assigned merchants on product functionality, terminal provisioning and configuration, and optimisation of transaction flows and funding.
• Lead onboarding, training and enablement activities for new merchants and internal stakeholders; create and share best‑practice guidance and playbooks.
• Monitor and analyse merchant activity (transaction trends, chargebacks, held transactions, repeat service calls); identify root causes and recommend process or configuration changes to reduce risk and improve experience.
• Manage terminal provisioning and lifecycle activities with timeliness and accuracy.
• Promote product and service adoption; identify opportunities to expand merchant utilisation and refer commercial opportunities to Sales when appropriate.
• Communicate scheme or compliance updates to merchants and coordinate information gathering with internal compliance, risk and credit teams.
• Maintain accurate, complete records and handoffs in Salesforce (or equivalent CRM); surface merchant insights to product and cross‑functional initiatives.
• Represent Fiserv values in all communications and adhere to policies and procedures. on new feature rollouts, client onboarding, and cross-functional initiatives.

What You Will Need To Have:

• Customer advocacy: exceptional relationship‑building and stakeholder management.
• Technical enablement: strong understanding of SaaS platforms and payment terminal ecosystems; able to translate technical concepts into business outcomes.
• Analytical aptitude: ability to analyse transaction data, chargeback trends and operational metrics; familiarity with SQL.
• Communication: clear written and verbal skills for technical and non‑technical audiences.
• Collaboration and negotiation: experience working with Product, Engineering, Sales and Operations and managing difficult conversations.
• Time management: prioritise competing requests and manage workload effectively.
• Systems literacy: Salesforce (or equivalent CRM) and intermediate Excel required.

What You Should Know About Us

Fiserv is a global leader in payments and financial technology with more than 40,000 associates proudly serving clients in more than 100 countries. As one of Fortune

magazine's "World's Most Admired Companies" 9 of the last 10 years, one of Fast Company's Most Innovative Companies, and a top scorer on Bloomberg's Gender-Equality Index, we are committed to innovation and excellence.

Our Commitment To Diversity And Inclusion

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.