Client Success Manager

PayIt; North Carolina; On-site; USD 85,000 - 115,000; Full time

Job summary

A tech-focused company in North Carolina is seeking a Client Success Manager to oversee a portfolio of government agency clients. This role involves driving success and retention while providing strategic insights on digital government solutions. Ideal candidates should have 5+ years in a customer-centric role, preferably in a SaaS environment. You will need to analyze client health and collaborate with internal teams to enhance service delivery.

Qualifications

• Minimum 5 years in a customer-facing role in a SaaS environment.
• Preferred background in GovTech, FinServ, or Marketing.
• Experience managing clients through complex project lifecycles.

Responsibilities

• Own success and retention of a portfolio of government agency clients.
• Serve as trusted advisor for digital government solutions.
• Monitor customer health indicators and mitigate risks.

Skills

Thought leadership

Customer advocacy

Data analysis

Strategic business review

Client management

Project management

Collaboration tools

Tools

Confluence

Slack

Jira

Google G-suite

Microsoft Office

Job description

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This range is provided by PayIt. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$85,000.00/yr - $115,000.00/yr

At PayIt, we’re on a mission to be the best partner our clients have ever worked with and the Client Success team plays a central role. The opportunity to positively impact our clients and their constituents is abundant, so we keep our portfolio sizes small, empowering Client Success Managers to deliver exceptional, consultative engagements.

In this role, you will

• Own the success, retention, and growth of a regionally-focused portfolio of government agency clients
• Deeply understand customers’ goals, business processes, and use cases, and serve as a trusted advisor on digital government, consulting clients on how to leverage current and future PayIt solutions to improve efficiencies and modernize the citizen experience
• Work with clients and our internal PayIt Resident Communications team to develop strategies that increase citizen awareness and drive usage of PayIt-powered digital services
• Hold regular Executive Strategy Sessions that document successes and inform mutually defined partnership roadmaps
• Own the renewal process, and strategically grow client footprint through ongoing identification and management of value-driven expansion opportunities
• Collaborate with PayIt Delivery teams to ensure all service projects are aligned with client strategy, requirements and timelines
• Serve as subject matter expert on the PayIt platform, and enable clients to realize the full value of available features and services
• Monitor customer health indicators and proactively work with internal PayIt teams to mitigate identified risk
• Act as the voice of the customer and champion feedback to internal Product teams

What You’ll Need to Have

• A minimum of 5 years of experience serving as a thought leader, customer advocate, and consultative partner for a portfolio of high-touch customers in a SaaS environment
• GovTech, FinServ, or Marketing background is preferred
• The ability to digest multiple data inputs to analyze client health, adoption, and lifetime value to inform account strategy
• Experience leading strategic business reviews with senior-level stakeholders
• Comfort facilitating end-user training and enablement of new technologies
• Prior forecasting, renewal management and/or sales experience, or strong interest in developing these skills
• Proven experience managing clients through complex project lifecycles
• Familiarity with Project Management and Collaboration Tools (i.e Confluence, Slack, Jira, etc.) Google G-suite and Microsoft Office
• Willingness to travel up to 30 percent of the time; travel varies based on your assessment of client needs. Travel will be primarily focused in your regional designation with occasional visits to Kansas City HQ

Travel

Willingness to travel up to 30 percent of the time; travel varies based on client needs. Travel will be primarily focused in your regional designation with occasional visits to Kansas City HQ.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Consulting, Project Management, and General Business

Industries

• Government Relations Services, IT Services and IT Consulting, and Software Development

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