Customer Success Manager - Merchant Services

Versapay; Canada; Remote; CAD 110,000 - 130,000; Full time

Job summary

A leading FinTech company in Canada is seeking a Customer Success Manager to own and enhance the customer lifecycle. The ideal candidate has over 5 years in a SaaS role, a background in Merchant Services, and a Bachelor's degree. This position offers a salary between $110,000 and $130,000, including base and commission, and supports remote flexibility.

Qualifications

• 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.

Responsibilities

• Own the customer lifecycle, transitioning customers from onboarding and focusing on adoption.
• Build and maintain Strategic Account Plans for customer retention and growth.
• Resolve customer problems in partnership with the Customer Care team.
• Coordinate with teams to propose scalable improvements to the customer journey.

Skills

Customer Obsession

Agility

Analytical thinking

Collaboration

Follow-through

Education

Bachelor's Degree in Business, Marketing, Communications, Economics, or related field

Job description

Overview

About Versapay🚀

Versapay turns accounts receivable (AR) into a competitive advantage. Inefficient AR processes slow cash flow and stall growth. Versapay removes friction, unlocks working capital, and accelerates momentum — giving finance leaders the clarity and control they need to drive business forward.

Versapay automates accounts receivable, removing barriers to collecting and reconciling B2B payments. Our solutions connect finance teams, customers, and business systems in one ecosystem to ensure cash flow clarity. With over 10,000 customers and 5M+ companies transacting on the platform, Versapay processes over 110M transactions and $257B annually.

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

What you’ll do

• Own the customer lifecycle: Seamlessly transition customers from onboarding, focusing on long-term adoption and success, and growing the installed base revenue number. Facilitate 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 KPI's that are reviewed, mapped, and measured.
• Advocate for the customer: Interact with sales, professional services, and product teams to connect client wishes to the larger business strategy. Represent 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 a point of escalation for high severity requests and work cross-functionally to drive resolution.
• Propose improvements: Coordinate with other teams to propose scalable improvements to the customer journey. Identify problems that affect multiple clients and forecast what those trends mean for future attrition.

What you’ll bring to the team

• 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.
• Bachelors 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. Asks curious questions to understand the "why" behind customer needs and the impact to their business.
• Agility: Highly adaptive in the face of ambiguous and complex problems, taking a flexible and resourceful approach to new challenges. Able to seamlessly alternate between various tasks and roll with the punches when things change.
• 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; demonstrate an ability to lead change in a positive way. Maintain high standards for verbal and written communication and be 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 the On Target Earnings including base and variable compensation.

80% base, 20% commission.

#LI-Remote

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.