Client Success Manager (Northeast)

PayIt; City of Albany (NY); Hybrid; USD 90,000 - 150,000; Full time

Job summary

PayIt is seeking a Client Success Manager to own and grow a portfolio of government agency clients, delivering consultative engagements and driving adoption of PayIt solutions. You will partner with executives to define strategies, monitor health metrics, and steer renewal discussions while coordinating with Delivery teams to ensure on-time, value-driven delivery.

Ideal candidates bring 5+ years in high-touch SaaS, GovTech/FinServ experience, and a proven track record in strategic reviews,

Qualifications

• 5+ years of experience leading as a trusted advisor for a portfolio of high-touch SaaS customers.
• GovTech or FinServ background or experience in a complex B2B2C business.
• Ability to analyze client health, adoption, and lifetime value to inform strategy and renewals.

Responsibilities

• Own the success, retention, and growth of a regionally-focused portfolio of government agency clients.
• Develop strategies with clients to increase citizen awareness and usage of PayIt digital services.
• Lead Executive Strategy Sessions and document outcomes to shape partnership roadmaps.
• Manage renewals and identify expansion opportunities to grow client footprint.
• Collaborate with Delivery teams to align services with client strategy and timelines.
• Serve as SME on the PayIt platform and maximize value for clients.

Skills

SaaS account management

Strategic account planning

Executive stakeholder management

GovTech / FinServ domain

Cross-functional collaboration

Renewals management

Travel readiness

Tools

Confluence

Slack

Jira

Google Workspace

Microsoft Office

Job description

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:

Operational Excellence

• 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

Leadership & Team Development

• 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

Cross-Functional Partnership

• Act as the voice of the customer and champion feedback to internal Product teams

Compliance & Controls

• Monitor customer health indicators and proactively work with internal PayIt teams to mitigate identified risks

What You'll Need to Have:

PayIt CSMs are proactive, solutions-oriented, and extremely collaborative. We are looking for someone with a strong technical aptitude coupled with a high emotional quotient, capable of quickly building trust with your colleagues and clients alike. In addition, our ideal candidate will 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 or FinServ background or experience in a complex B2B2C business
• Proven experience managing clients through complex project lifecycles
• The ability to digest multiple data inputs to analyze client health, adoption, and lifetime value to inform account strategy, drive renewals, and identify cross and upsell opportunities
• Experience leading strategic business reviews with senior-level stakeholders
• Prior experience in facilitating end-user training and enabling new technologies
• Prior forecasting, account management/executive, renewal management and/or sales experience, or strong interest in developing these skills
• 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 the Kansas City HQ