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Customer Success Manager
I’m joining Stripe as a Customer Success Manager. My previous roles have covered acquiring, payment orchestration and issuer processing.
Customer Success Manager · Payments
I’m Kieron.
I work in
payments.
I’ve worked with enterprise customers at Worldpay, APEXX and Enfuce. This is where I write about the job, the industry and what I’m learning.
Next roleJoining Stripe soonIncoming Customer Success ManagerKieron’s personal card and an example payment
An illustrative card payment travels from the merchant through an acquirer and card network to the issuer. The authorisation response returns to the merchant. This is a design illustration, not a live transaction.
Card to checkout
A better checkout.
A stronger partnership.Illustrative transaction
A stronger partnership.Illustrative transaction
Experience at
About my work
The day job.
I look after enterprise customer relationships. Some days that means an account review or a contract negotiation. Other days it means working out why something has gone wrong and getting the right people involved.
My experience spans acquiring, payment orchestration and issuer processing. Seeing a payment from each of those positions has changed the questions I ask.
NotesA few things
A few things
I’ve written.
Payments, account management and the parts of Customer Success that rarely fit the framework.
Find a place to start ↗Nobody churns at renewal
Renewal is when you find out. The decision usually got made a year earlier, during an integration that went badly and never got properly fixed. Here is where it actually happens.
Tier 1 is not a tier. It is a temperament.
Most companies define their top customer segment by deal size. The useful definition is the one that actually predicts how the relationship will behave. Here is what Tier 1 really means, and why so many CS teams get it wrong.
Why most CS frameworks break the moment they meet Tier 1 enterprise.
Customer Success has a literature problem. Most of it was written for SaaS. Almost none of it survives contact with a Tier 1 enterprise customer in a regulated industry. Here is what actually breaks, and what to do about it.
Inside a payment
kieron.me•••• 2026Merchant checkout£48.00Follow this exampleMerchant → Acquirer → Network → IssuerWhat happens after you press Pay?
Follow the fraud checks, the request to the issuer and the answer coming back. Then see how an approval becomes a payout, or why it doesn’t.
Follow the paymentSelected work
All work stories ↗A closer look at the work.
Building a function
Setting up Relationship Management at APEXX
Building a team of four while managing an £8m+ ARR merchant portfolio.
APEXX GlobalRead the story
Operational foundations
Helping build Customer Success at Enfuce
Account management, a new CS function and a Salesforce setup that needed to support both.
EnfuceRead the story
Commercial partnerships
Managing enterprise merchants at Worldpay
Six to eight major merchants, more than £11m ARR and the detail behind their payment performance.
Worldpay / FISRead the story
Career
View the full CV ↗Where I’ve worked.
2025 – PresentEnfuceCustomer Success ManagerIssuing & embedded finance
Helped set up a new Customer Success function while managing 15 enterprise accounts worth around £5m ARR. The role included account planning, escalations and rebuilding Salesforce around the team’s work.
2022 – 2024APEXX GlobalSenior Relationship ManagerPayment orchestration
Built a Relationship Management function and managed a team of four. Looked after an £8m+ ARR enterprise portfolio and grew revenue by 15% through cross-sell and upsell.
2019 – 2022Worldpay / FISRelationship ManagerGlobal enterprise acquiring
Managed six to eight enterprise merchants with more than £11m ARR. Worked on payment performance, commercial growth, forecasting and the risk requirements of global acquiring.
2016 – 2018Booking.comCustomer Success Specialist, Executive ComplaintsTravel & hospitality
Handled executive complaints from guests and business partners, including hotels and airlines. Worked with partner teams to resolve cases and reduce repeat complaints.
Resources
Browse resources ↗Templates you can use.
Account reviews
Merchant QBR agenda
Questions to prepare, an agenda to work through and a place to record decisions.
Open the resource Account strategyAccount planning worksheet
A worksheet for the account, the people involved, the risks and the next 30 days.
Open the resource Customer communicationEscalation update template
Prompts for the first message, follow-up updates and the final explanation.
Open the resourceContact
Get in touch ↗