Senior Customer Success Manager

VoPay; Vancouver; On-site; CAD 90,000 - 130,000; Full time

Job summary

VoPay is seeking a results-driven Customer Success professional to onboard and activate customers, drive ongoing platform adoption, and maximize retention across a portfolio of accounts. You will serve as the technical voice for customers, coordinating with Product and Engineering to resolve issues and translate feedback into insights.

You will own renewals and expansion opportunities, lead quarterly business reviews, and partner with Sales to align on growth strategies, all while maintaining

Qualifications

• 5+ years of experience in Customer Success, Account Management, or a SaaS role.
• Proven track record of driving renewals and expansions.
• Strong communication, relationship-building and problem-solving skills.
• Experience with CRM systems (e.g., HubSpot) and account planning frameworks.
• Bilingual in French and English is a plus.

Responsibilities

• Own onboarding and activation, guiding customers through implementation.
• Build and maintain relationships with key stakeholders; conduct regular touchpoints and strategic meetings.
• Troubleshoot complex issues with a structured, analytical approach; collaborate with Product/Engineering.

Job description

VoPay’s Fintech-as-a-Service platform enables any business to embed financial services and payment capabilities into their existing applications, products, or services through a single, scalable API. Our integrated technology gives product managers and developers the flexibility and speed to build innovative financial solutions in a rapidly evolving industry.

About the Role:

You will be responsible for ensuring customers are successfully onboarded, fully activated, and continuously deriving value from our platform. Acting as the technical voice of Customer Success, you’ll guide clients through implementation, troubleshoot complex issues, and serve as a key bridge between customers and internal teams including Product and Engineering.

This role plays a critical part in driving product adoption, maximizing retention, and identifying expansion opportunities across a portfolio of accounts.

Key Responsibilities:

Customer Onboarding & Activation

• Own the post-sale customer journey from onboarding through first transaction and beyond
• Ensure seamless handoffs from Sales with clear timelines, goals, and success metrics
• Guide customers through product setup and configuration aligned to their business needs

Customer Engagement & Relationship Management

• Build and maintain strong relationships with key stakeholders across customer organizations
• Lead regular touchpoints including calls, check-ins, and strategic meetings
• Drive ongoing engagement and platform adoption across accounts
• Translate customer feedback into actionable insights for internal teams

Technical Troubleshooting & Advocacy

• Investigate and triage complex customer issues with a structured, analytical approach
• Collaborate with Product and Engineering to resolve technical challenges
• Use tools such as SQL queries or log analysis to validate and troubleshoot issues
• Clearly communicate technical concepts to both technical and non-technical stakeholders
• Monitor customer health and proactively identify risks to retention
• Develop and execute success plans to address challenges and improve outcomes
• Act as a trusted advisor to ensure long-term customer satisfaction

Renewals, Expansion & Growth

• Own and drive customer renewals by demonstrating measurable business value
• Identify and execute upsell and cross-sell opportunities
• Partner with Sales and Product teams to support account growth strategies

Strategic Account Management

• Lead Quarterly Business Reviews (QBRs) with key accounts
• Align on performance metrics, success milestones, and future goals
• Provide insights to Product teams to help shape roadmap priorities

Process & Operational Excellence

• Maintain accurate and up-to-date CRM records, including account activity and success plans
• Contribute to building scalable processes, playbooks, and best practices
• Ensure consistent execution across a portfolio of accounts

Support customers in navigating the complexities of payment processing, including settlement timing, failures, and exceptions

• Develop a deep understanding of payment rails (e.g., EFT/ACH, wires, real-time payments)
• Identify and escalate risks related to payment failures, fraud signals, or compliance concerns
• Partner with Compliance and Risk teams to ensure adherence to regulatory and operational requirements
• Proactively manage customer expectations around payment limits, controls, and processing timelines
• PLUS: Experience working with APIs in a payments or fintech environment
• Understanding of compliance and regulatory considerations (KYC, AML is a plus)

Qualifications:

• 5+ years of experience in Customer Success, Account Management, or a similar client-facing SaaS role
• Proven track record of driving renewals, expansions, and strong customer retention
• Strong communication, relationship-building, and problem-solving skills
• Experience with CRM systems (e.g., HubSpot), reporting tools, and account planning frameworks
• Highly organized, proactive, and able to manage multiple accounts simultaneously

Preferred qualification: Proficiency in both French and English is considered an asset.

Technical Skills:

• Experience troubleshooting technical issues in a SaaS environment
• Ability to query databases (e.g., SQL) to investigate and validate issues
• Code literacy — able to read and understand code/logs to effectively collaborate with engineering teams