Customer Success Manager II

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

📋 Description

• Cultivate long-lasting relationships with customers within a designated portfolio as a reliable Versapay advisor.

• Manage the customer journey from initial onboarding through to long-term engagement and success.

• Drive revenue growth within the existing customer base.

• Conduct training sessions, enablement workshops, regular check-in calls, and Executive Business Reviews.

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

• Establish, review, map, and assess shared customer KPIs.

• Collaborate with sales, professional services, and product teams.

• Advocate for customer needs in product development for new integrations and features.

• Keep track of customer issues and requests in conjunction with the Customer Care team.

• Provide routine customer updates and escalate high-priority requests.

• Work collaboratively across functions to ensure timely issue resolution.

• Organize scalable enhancements to improve the customer journey.

• Identify multi-client challenges and predict potential impacts on future attrition.

⛳️ Requirements

• Over 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.

• Strong customer focus and dedication to understanding customer needs.

• Ability to navigate ambiguous and complex situations with agility.

• Excellent follow-up, prioritization skills, and the capability to work independently.

• Empathy and awareness of customer and collaborator needs.

• Exceptional verbal and written communication abilities.

• Strong collaboration skills with a positive approach to leading change.

• Analytical mindset with the capacity to comprehend complex technical issues.

• Data-driven perspective.

• Experience in B2B merchant services.

• Background in a customer sales role within a SaaS-based organization.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible work hours and remote work options.

• A supportive and inclusive company culture.