Client Success Manager (Northeast)

PayIt; United States; Remote; USD 85,000 - 115,000; Full time

Job summary

PayIt helps government agencies modernize citizen interactions with a unified platform for services and payments, aiming to improve trust and revenue collection while freeing staff for higher-impact work.

The Client Success team seeks a Senior Manager to own a Northeast region portfolio, drive adoption, renewals, and expansion, and collaborate across delivery and product to maximize value.

Qualifications

• Minimum 5 years delivering thought leadership and consultative partnerships for high-touch SaaS customers.
• GovTech, FinServ, or Marketing background preferred.
• Ability to analyze customer health, adoption, and lifetime value to inform account strategy.
• Experience leading strategic business reviews with senior-level stakeholders.
• Experience forecasting, renewal management and/or sales.
• Proven experience managing clients through complex project lifecycles.
• Familiarity with Confluence, Slack, Jira, Google G-Suite and Microsoft Office.
• Willingness to travel up to 30 percent of the time; travel focused in regional designation with occasional HQ visits.

Responsibilities

• Own the success, retention, and growth of a regionally-focused portfolio of government agency clients in the Northeast Region.
• Advise clients on digital government and how PayIt solutions to improve efficiencies and modernize the citizen experience.
• Collaborate with PayIt Resident Communications to develop strategies that increase citizen awareness and usage of PayIt services.
• Hold regular Executive Strategy Sessions that document successes and inform partnership roadmaps.
• Own the renewal process and expand client footprint through value-driven opportunities.
• Coordinate with PayIt Delivery teams to ensure projects align with client strategy, requirements and timelines.
• Serve as subject matter expert on the PayIt platform to maximize value of features.
• Monitor customer health indicators and mitigate risk with internal teams.
• Act as the voice of the customer and champion feedback to Product teams.

Skills

Thought leadership

Customer advocacy

SaaS experience

Data-driven decisions

Executive engagement

Forecasting/renewals

Project lifecycle

Communication skills

Tools

Confluence

Slack

Jira

Google G Suite

Microsoft Office

Job description

PayIt is a fast-growing GovTech company on a mission to modernize how residents interact and transact with government, improving the customer experience and helping our client agencies more efficiently and effectively achieve their missions. Our easy-to-implement platform consolidates government services and payments into one connected experience and enables our clients to drive resident trust, collect revenue quickly, and redeploy their staff to more important challenges. This innovative approach to government service delivery has garnered significant recognition in both the public and private sectors, including our inclusion in the GovTech 100 every year since 2017. PayIt solutions cover services including hunting and fishing licensing, DMV, courts, property tax, utilities, tolling, and more.

Our culture welcomes people who exhibit what we call PayIt DNA: High integrity, drive, grit, high aptitude, and team orientation.

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 in the Northeast Region
• 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

Annual Salary Range:

$85,000—$115,000 USD

Why Work For Us:

• Our mission matters. Your work will make life better for our government agency clients and the millions of residents they serve.
• You’ll do some of the best work of your career here. We tackle complex challenges that are interesting to solve, and you’ll grow a ton working at PayIt
• People are our most important resource. Everyone has a voice. Collaboration is our default setting. And we have fun together.
• We #payitforward with our corporate volunteer program, serving the communities where we work and live.
• Competitive salaries, excellent benefits, flexible working arrangements, and all the resources you will need to do your best work.

What We Care About:

We hire high-aptitude, high-integrity people who are great communicators and want to be part of a growing team.

A Note About AI at PayIt

We love AI. We use it every day and encourage our team to find creative, effective ways to put it to work. If you join PayIt, you’ll bring the same enthusiasm for exploring how AI can amplify impact, productivity, and innovation. During the interview process, though, we want to hear from you, not a model. Our goal is to understand how you actually think, solve problems, and communicate, so we ask that your live conversations and assessment responses be your own work.

Commitment to Equal Opportunity

PayIt is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law.

PayIt is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an email to the People Operations Team and let us know the nature of your request and your contact information.

NOTE:U.S. Citizens and all those authorized to work for any employer in the U.S. are encouraged to apply. We are unable to provide sponsorship in the United States at this time. PayIt participates in E-Verify. Canadian Citizens and those authorized to work in Canada without sponsorship are also encouraged to apply.

Within the parameters of this position, ensure the confidentiality, integrity, and availability, and exercise due care of, company, client, and citizen data that is stored, processed, and transmitted by and for PayIt, as outlined in PayIt's Business Code of Conduct and Information Security Policies.