PaymentWorks seeks an innovative, client-obsessed Customer Success Manager (CSM) to help customers drive as much value as possible from their PaymentWorks investment. The CSM is responsible for building relationships with PaymentWorks customers to ensure a successful customer journey and great user experience. We seek a problem-solver and critical thinker who can consider any obstacles we encounter holistically to implement creative solutions.

The ideal candidate is a reliable, detail-oriented individual with a focused desire to improve the overall customer experience. A trustworthy, self-motivated, top-notch communicator who can work in a fast-paced, dynamic environment fits right in. We offer a challenging environment where the pace of each individual’s career growth is driven by the level of their commitment and contribution to the business.

Key Responsibilities:

• Decrease churn, improve NPS survey results and health, and take proactive steps to mitigate signs of risk.
• Own the entire relationship with assigned clients, including onboarding, customer success plans, training, adoption, retention, renewals, upsells, and satisfaction.
• Keep customers engaged with regular touch points such as business reviews (BRs) and ongoing operational check-ins.
• Establish relationships as a trusted and strategic advisor to help ensure the continued value of our product and return on investment.
• Develop a thorough understanding of our product and service offerings to upsell and cross-sell to clients.
• Analyze customer data and provide metrics to improve customer experience and success plan.
• Communicate effectively with both internal and external stakeholders to better understand customer needs, maximize retention and growth, and share learnings.
• Analyze customer data to identify patterns and trends and to predict customer behavior.
• Track metrics like CSAT and NPS to help improve the customer experience.
• Analyze data to provide insights that help improve customer satisfaction and retention.
• Work closely with customer success managers to identify at-risk customers and optimize the customer journey.
• Ability to travel 25 – 30% of the time.

Qualifications:

• A minimum of 5+ years of customer service or customer success for an enterprise SaaS company is preferred.
• Strong presentation skills, including great attention to detail, organizational and analytics skills, and the ability to juggle multiple projects at once.
• Excellent client-facing and written/verbal communication skills and a customer-first mindset.
• Ability to present to senior executives and key stakeholders.
• Bachelor’s Degree or equivalent work experience.

Why work here?

• We have a proven market need
• We have hockey stick growth expectations
• Our product stops payments fraud (yes, you will regularly stop bad guys!)
• We are small and nimble, and we move fast. New ideas, new problems to solve, and new customers happen every day
• We respect that you have a life outside of work (i.e., we have options for flexible work schedules, and we have great benefits, including unlimited PTO)
• Every employee has an impact – no one here is a cog in a machine

Applicants must pass a background check prior to being officially accepted for employment.

Job is remote; however, applicants must reside in one of the following states:

Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Kentucky, Maine, Massachusetts, Montana, Nevada, New Hampshire, New Jersey, New York, Oregon, Pennsylvania, Rhode Island, Texas, Virginia, Washington, West Virginia, Wisconsin

At PaymentWorks, we base our employment decisions entirely on business needs, job requirements, and qualifications. We do not discriminate based on race, gender, religion, health, parental status, personal beliefs, veteran status, age, or any other status. We have zero tolerance for any kind of discrimination, and we are looking for candidates who share those values. Applications from women and members of underrepresented minority groups are welcomed.

About PaymentWorks

PaymentWorks digital supplier onboarding is the foundation of vendor master data management – enabling organizations to control costs and risks while executing a payables strategy to optimize the time value of money.