Client Success Manager (Northeast)

PayIt; Philadelphia (Philadelphia County); Presencial; USD 90.000 - 130.000; Jornada completa

Descripción de la vacante

PayIt is seeking a Client Success Manager to own a regionally-focused portfolio of government agency clients. You will be a trusted advisor on digital government, guiding clients on how PayIt solutions modernize the citizen experience and drive efficiencies.

You will lead renewal discussions, identify expansion opportunities, and collaborate with internal delivery teams to ensure alignment with client strategy and timelines. Travel up to 30% will be required.

Formación

• 5+ years of experience as a thought leader and consultant for a portfolio of high-touch SaaS customers.
• GovTech or FinServ background or experience in a complex B2B2C business.
• Proven experience managing clients through complex project lifecycles.
• Ability to analyze multiple data inputs to inform account strategy, renewals and expansions.
• Experience leading strategic business reviews with senior stakeholders.

Responsabilidades

• Own the renewal process and strategically grow client footprint through value-driven expansion opportunities.
• Develop strategies with clients to increase citizen awareness and usage of PayIt services.
• Collaborate with PayIt Delivery teams to align on strategy, requirements and timelines.
• Serve as subject matter expert on the PayIt platform and demonstrate its value to clients.
• Act as the voice of the customer and relay feedback to internal Product teams.
• Monitor customer health indicators and mitigate identified risks.

Conocimientos

Thought leadership

Consultative partner

Customer advocacy

SaaS experience

GovTech/FinServ background

Project lifecycle management

Data-driven account strategy

Herramientas

Confluence

Slack

Jira

Google G-Suite

Microsoft Office

Descripción del empleo

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