Customer Success Associate

Anytime you are in a store and use your debit or credit card to purchase something, you are interacting with a payment acceptance device. Castles Technology is a global manufacturer of these point-of-sale payment acceptance devices, connecting retailers and consumers to enable commerce in 60+ countries – quickly, conveniently, and safely.

Anywhere an in-person payment can happen, Castles is there, delivering confidence and innovation with every tap, dip and swipe. Our 30-year history provides a strong base to support our skyrocketing growth into new markets and industries. As a result, we’re looking for some technically minded and customer-focused rock stars to join our team in our North America headquarters in Kennesaw, GA.

As a Customer Success Associate at Castles Technology, a global leader in payment device solutions, you will be the primary post-sales contact for our clients. You’ll guide customers through onboarding, implementation, and ongoing adoption to ensure their success with our solutions. You will serve as the customer’s internal advocate, partnering cross-functionally with Product, Support, Operations, and Sales to ensure timely deliverables and exceptional service.

Key Responsibilities:

• Customer Advocacy & Relationship Management
  
  
  
  • Serve as the main point of contact for assigned clients, developing trusted relationships and understanding their goals.
  
  
  • Advocate for customer needs across internal departments to ensure requirements and deadlines are met.
  
  
  • Regularly communicate project updates, product enhancements, and resolution status.
  
  


• Project & Deliverable Coordination
  
  
  
  • Collaborate with internal teams (e.g., Operations, Product, Support, Engineering) to drive successful device rollouts, integrations, and upgrades.
  
  
  • Track and manage customer deliverables, timelines, and milestones using project management tools.
  
  
  • Identify risks to customer timelines or satisfaction and proactively escalate or resolve issues.
  
  


• Customer Onboarding & Enablement
  
  
  
  • Lead the onboarding process for new clients, including training, configuration, and go-live coordination.
  
  
  • Ensure that customers are successfully integrated with payment platforms and are fully equipped to use the devices effectively.
  
  


• Retention & Growth
  
  
  
  • Monitor customer health, engagement, and satisfaction through surveys, data, and interactions.
  
  
  • Identify upsell opportunities and partner with Sales to drive growth.
  
  


• Process Improvement
  
  
  
  • Gather customer feedback and share insights with the Product and Support teams to improve devices and services.
  
  
  • Participate in internal initiatives to enhance service delivery and improve the customer experience.
  
  

Qualifications:

• 3 plus years of experience in Customer Success, Account Management Operations, or Project Management, ideally within payments, SaaS, or hardware industries.


• Strong understanding of the payments ecosystem (e.g., POS systems, ISOs, processors, device certification) is a plus.


• Proven ability to manage multiple projects and customers in a fast-paced environment.


• Exceptional communication, organizational, and problem-solving skills.


• Experience advocating internally for customers and navigating cross-functional environments.


• Proficiency with CRM and project management tools (e.g., Hubspot, Jira, Smartsheet).

Why Work at Castles Technology?

• Quality of Life: Generous PTO, Flexible Work Schedule.


• Benefits: The company pays the full premium cost for employee healthcare coverage .


• Training and Development internally and externally provided for continual employee development.
  

Additional Information

Work Hours: This position is a full-time role working forty hours a week.  

Mental/Physical Requirements: This position will be onsite in an office setting. The work will require the incumbent to sit and stand at a desk, communicate in person and by video conferencing, and frequently operate standard office equipment, such as telephones and computers.  

Castles Technology International is a drug-free workplace and requires candidates to complete a pre-employment drug screening.   

Castles Technology International is an equal-opportunity employer. We welcome and consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. Additionally, we comply with EEOC guidelines and local law when considering qualified applicants with criminal histories. We are committed to providing a fair and inclusive workplace for all our employees.