Customer Success Manager - Merchant Services

VersaPay; Canada; Remote; USD 110,000 - 130,000; Full time

Job summary

An innovative firm is seeking a Customer Success Manager to join their dynamic Merchant Services team. This role focuses on building strong relationships with clients, ensuring their success with the company's solutions. You will leverage your expertise to drive customer engagement, resolve issues, and advocate for client needs within the organization. The ideal candidate will have a strong background in SaaS and Merchant Services, with a passion for customer satisfaction and a data-driven mindset. Join a fast-growing team that values collaboration and excellence, and make a significant impact in the customer experience.

Qualifications

• 5+ years in a customer success role in a SaaS environment.
• Experience in Merchant Services and payment processing.

Responsibilities

• Manage customer lifecycle and ensure long-term success.
• Drive growth and retention through strategic account plans.

Skills

Customer Obsession

Agility

Follow-through

Empathy

Collaboration

Analytical thinking

Education

Bachelor's Degree in Business

Bachelor's Degree in Marketing

Bachelor's Degree in Communications

Bachelor's Degree in Economics

Tools

SaaS

Merchant Services

Job description

About Versapay

For growing businesses that need to accomplish more with less, Versapay’s Accounts Receivable Efficiency Suite simplifies the invoice-to-cash process by automating invoicing, facilitating B2B payments, and streamlining cash application with AI. Versapay integrates natively with top ERPs, allowing businesses to collect with a self-serve payment portal and collaborate with customers and teammates to resolve what automation alone can’t. Owned by Great Hill Partners, Versapay’s employee base spans the U.S. and Canada with offices in Atlanta and Miami. With 10,000 customers and 5M+ companies transacting, Versapay facilitates 110M+ transactions and $170B+ in payments volume annually.

Think you might be the next Veep to join? Read on!

Our Values

• We obsess over our customers.
• We help each other.
• We embrace diversity.
• We find better ways.
• We get things done.
• We own it.

As a Customer Success Manager for our Merchant Services team at Versapay, you will manage long-term relationships by becoming our customers' trusted Versapay advisor. Reporting to our Vice President of Customer Success, you will join a fast-growing team to scale the world-class experience our customers have come to love.

In this role, you will build strong relationships with our customers, develop a deep understanding of their business, and explore ways that Versapay products can support their objectives. You’ll also leverage a growing expertise of the entire ERP system to anticipate and resolve problems.

To accomplish this, you’ll need 5+ years of experience in a customer success role and/or customer sales role in a SaaS-based company as well as B2B merchant services experience.

What you'll do:

• Own the customer lifecycle: Seamlessly transition Enterprise customers from their onboarding journey, focusing on long-term adoption and success, and growing the installed base revenue number. Run and maintain training and enablement sessions, regular cadence calls, and Executive Business Reviews (EBR's) with customers.
• Drive growth and retention: Build and maintain Strategic Account Plans in collaboration with your customers, including retention and growth strategies. Create shared KPIs that are reviewed, mapped, and measured.
• Advocate for the customer: Interact with sales, professional services, and product team members on projects to connect client wishes to the larger business strategy. Effectively represent your customers in driving product development for new integrations and features.
• Resolve customer problems: Maintain visibility into customer issues and requests in partnership with our Customer Care team, ensuring customers are updated regularly. Act as point of escalation for high severity requests and work cross-functionally to drive resolution.
• Propose improvements: Coordinate with other teams across our organization to propose scalable improvements to our customer journey. Identify problems that affect multiple clients and forecast what those trends mean for future churn.

Minimum Requirements:

• 5+ years’ experience in a SaaS based Customer Success role.
• Background in Merchant Services with experience in a payment Acquirer, Payfac, and/or ISO environment.
• Bachelor's Degree in Business, Marketing, Communications, Economics, or related field.
• Customer Obsession: Resolute focus on the needs of the customer above all. Views problems through the customer’s lens first, basing decisions and prioritization around their needs.
• Agility: Highly adaptive in the face of ambiguous and complex problems, taking a flexible and resourceful approach to new challenges.
• Follow-through: High motivation, bias to action, and strong prioritization. Can work proactively and independently to bring all assigned work to completion with speed and accuracy.
• Empathy: Able to relate to others with a different view or experience. Quickly keys into the needs of customers or collaborators, demonstrating sensitivity in responding to challenges.
• Collaboration: Assertive with humility—able to lead change in a positive way. Maintains high standards for verbal and written communication and is always professional under pressure.
• Analytical thinking: Leverages experience and expertise to quickly identify and comprehend complex problems. Data-driven mindset, utilizing objective measures to assess success and improvement opportunities for customers.

$110,000 - $130,000 a year

The above range reflects On Target Earnings including base salary and commission.

#LI-Remote

All of our Veeps live out our core values:

We look for excellence: individuals that are better than we are and not only meet our values but bring value to our teams.

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. Think you have what it takes, but not sure you check every box? Apply to the role anyway. We’d love to talk and determine together whether you could be a great fit!

We are committed to providing an environment that is inclusive and accessible. Versapay is an equal opportunity employer and considers all applicants for employment without discrimination. Please let us know if accommodation for the recruitment/interview process is required and we will work with you to make sure your needs are addressed.