Customer Success Manager

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

📋 Description

• Oversee long-term client relationships within a designated portfolio, serving as a reliable advisor for Versapay.

• Cultivate robust relationships with clients to comprehend their businesses and objectives.

• Identify opportunities for Versapay products to align with and enhance client goals.

• Utilize ERP system knowledge to proactively identify and address customer challenges.

• Manage the entire customer lifecycle, from onboarding to sustained adoption and success.

• Conduct training sessions, enablement workshops, cadence calls, and Executive Business Reviews.

• Develop and sustain Strategic Account Plans that focus on retention and growth strategies.

• Generate, assess, map, and evaluate shared Key Performance Indicators (KPIs).

• Collaborate with sales, professional services, and product teams to advocate for customer needs.

• Ensure visibility into customer issues and requests with Customer Care, escalating high-severity requests as necessary.

• Coordinate scalable enhancements to the customer journey and identify trends impacting retention.

⛳️ Requirements

• Minimum of 5 years of experience in a Customer Success role within a SaaS environment.

• Experience in Fintech software solutions, ideally in accounts receivable.

• Bachelor's Degree in Business, Marketing, Communications, Economics, or a related discipline.

• Background in a customer sales position in a SaaS-based organization.

• Experience in B2B merchant services.

• Strong customer-centric mindset.

• Capability to navigate ambiguous and complex challenges.

• Ability to work independently and proactively while effectively prioritizing tasks.

• Demonstrated empathy and sensitivity in addressing customer or collaborator challenges.

• Excellent verbal and written communication skills.

• Proven ability to lead change positively and collaborate efficiently.

• Strong analytical thinking skills and the capacity to grasp complex technical issues.

• Data-driven approach to decision making.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible working hours and remote work options.

• Professional development and continuous learning opportunities.

• Generous vacation and paid time off policies.