Customer Success Manager – Commercial Cards

🔥 15 hours ago

🏄 California – Remote

🏄 California – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

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Zact

WebsiteLinkedInAll Job Openings

11 - 50 employees

💳 Fintech

💸 Finance

🤝 B2B

Fintech • Finance • B2B

Zact is a fintech company that provides an integrated payments and expense management platform designed for businesses and financial institutions. Their platform includes a suite of products for card management, expense management, and accounts payable automation. Zact's API-driven technology allows businesses to streamline financial processes by integrating directly with payment networks and accounting systems, ensuring compliance and managing expenses in real-time. The platform can be white-labeled for banks and offers solutions for various business use cases, such as fleet management and continuous compensation. Zact aims to simplify finance stacks, enforce budget policies, and optimize revenue sharing for partners.

📋 Description

• Serve as the primary relationship owner for a portfolio of commercial card clients, managing onboarding, escalations, and ongoing health reviews. • Man an inbound client support phone line during business hours — fielding questions, triaging issues, and resolving card operations problems in real time. • Field and resolve complex support requests across card issuance, transaction disputes, authorization rules, and program controls. • Partner with card operations and product teams to triage processor-side issues and advocate for client-impacting fixes. • Build and present business reviews (QBRs) covering utilization, exception trends, and program optimization recommendations. • Guide clients through card program changes — new product features, network rule updates, and regulatory changes. • Help build the support playbook — documenting processes, escalation paths, and resolution workflows as the function grows. • Monitor renewal health, proactively flagging at-risk accounts and collaborating on retention plays.

🎯 Requirements

• ~7 years in customer success, client services, or card operations — with meaningful time directly supporting commercial card programs. • Prior experience at a bank or credit union in a commercial cards capacity (issuing, program management, or card operations). • Strong understanding of commercial card products: corporate cards, purchasing cards, virtual cards, and fleet programs. • Comfortable owning a live phone support queue — responsive, composed, and solutions-oriented under real-time pressure. • Familiarity with card support workflows: disputes, chargebacks, authorization declines, card controls, and fraud escalations. • Excellent client communication skills — able to translate technical card operations issues into clear, calm client-facing language. • Self-starter mindset — you don't need a fully built team or established playbook to do good work. • Hands-on experience with card processing platform(s) — including file formats, dispute workflows, or back-office tools (strongly preferred). • Exposure to ACH, payment file formats, or back-office settlement processes. • Experience with CRM or CS platforms (e.g. Zendesk or similar). • Familiarity with interchange, network compliance, or card program economics. • Note on Fiserv experience: Fiserv platform experience is a meaningful differentiator for this role. Candidates who have worked directly with Fiserv's card processing tools, dispute management system, or data file formats will ramp significantly faster.

🏖️ Benefits

• Fully remote (US)