Client Success Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Manage relationships with mid-market and enterprise merchants from pre-launch to long-term partnership, focusing on retention, growth, and renewals.

• Establish and clarify pre-launch expectations while collaborating with Enablement on technical go-live.

• Take charge of post-launch performance through data analysis, health scoring, and risk monitoring.

• Anticipate merchant volume and facilitate discussions regarding volume expectations, expansion, and contraction.

• Develop multi-threaded relationships with executive and cross-functional client stakeholders.

• Proactively manage Decline Inventory to enhance recovery performance.

• Lead expansion discussions by identifying products, use cases, and payment methods up to deal closure.

• Recognize at-risk merchants and spearhead turnaround initiatives.

• Conduct business reviews that encompass performance, value, and subsequent steps.

• Educate clients on platform best practices.

• Collect and prioritize merchant feedback for the Product roadmap and user experience enhancements.

• Assist Sales with technical and operational requirements for prospective clients.

• Collaborate with Product Marketing on onboarding materials and Client Success resources.

• Partner with Client Support to ensure a seamless client experience.

• Foster client advocacy through references, case studies, and referrals.

⛳️ Requirements

• Minimum of 3 years of experience in client success or account management with mid-market and enterprise clients, preferably in payments, fintech, or B2B SaaS.

• Strong understanding of payments, including authorizations, declines, recovery, and the merchant-issuer relationship, or a willingness to learn quickly.

• Excellent data analysis and recommendation abilities.

• Experience in forecasting client volume or revenue.

• Demonstrated success in owning and closing expansion deals.

• Experience in managing and revitalizing at-risk accounts.

• Skilled in conducting business reviews and presenting to senior and executive stakeholders.

• Comfortable collaborating with technical and product teams on integrations and client solutions.

• Proficient in AI-powered productivity tools, Salesforce, Excel, and BI/reporting tools.

• Calm and confident communicator in dynamic, high-accountability environments.

• Strong relationship-building and trust-earning capabilities.

• Proactive and organized in approach.

• Inquisitive about clients’ businesses and their success drivers.

• Must be eligible to work in Canada.

🏝️ Benefits

• Unlimited paid time off.

• 100% remote work.

• Flexible working hours.

• Comprehensive health benefits package available from day one.