Customer Success Manager - Merchant Services

Versapay; Canada; On-site; USD 110,000 - 130,000; Full time

Job summary

Join a dynamic team as a Customer Success Manager, where you'll empower clients by building strong relationships and ensuring their success with innovative solutions. In this role, you will be the trusted advisor, guiding customers through their journey with the company’s products while advocating for their needs within the organization. You'll leverage your expertise to resolve challenges and propose improvements that enhance the customer experience. This is an exciting opportunity to make a significant impact in a fast-growing firm that values collaboration, agility, and customer obsession, all while working in an inclusive environment.

Qualifications

• 5+ years of experience in customer success or sales in a SaaS company.
• Background in Merchant Services and payment environments.

Responsibilities

• Manage customer lifecycle and ensure long-term adoption and 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

Job description

Customer Success Manager - Merchant Services

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, while 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.

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.

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 KPI's 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.

Qualifications

• 5+ years of experience in a customer success role and/or customer sales role in a SaaS based company.
• 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.
• Agility: Highly adaptive in the face of ambiguous and complex problems.
• Follow-through: High motivation, bias to action and strong prioritization.
• Empathy: Able to relate to others with a different view or experience.
• Collaboration: Assertive with humility—able to lead change in a positive way.
• Analytical thinking: Leverages experience and expertise to quickly identify and comprehend complex problems.

$110,000 - $130,000 a year
The above range reflects On Target Earnings including base salary and commission.

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.

Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Other