Customer Success Manager - Merchant Services

Versapay; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

A leading company in the payment processing industry is seeking a Customer Success Manager to enhance relationships with their esteemed clients. The role involves ensuring customer satisfaction and success through proactive account management, driving the uptake of Versapay's solutions. This position demands over 5 years of SaaS experience and strong skills in empathy and analytical thinking. Join a dynamic, remote team committed to delivering exceptional customer service and innovative solutions.

Qualifications

• 5+ years’ experience in a SaaS based Customer Success role.
• Background in Merchant Services with payment Acquirer, Payfac, and/or ISO.
• Analytical mindset, able to assess success and improvement opportunities.

Responsibilities

• Own the customer lifecycle and drive long-term adoption and success.
• Build Strategic Account Plans to drive growth and retention.
• Maintain visibility into customer issues in partnership with Customer Care.

Skills

Customer Obsession

Agility

Follow-through

Empathy

Collaboration

Analytical thinking

Education

Bachelors Degree in Business, Marketing, Communications, Economics, or related field

Job description

About Versapay

For growing businesses that need to accomplish more with less, Versapay’s Accounts Receivable Efficiency Suite simplifies the invoice-to-cash process by automating invoicing, facilitating B2B payments, and streamlining cash application with AI. Versapay integrates natively with top ERPs, while allowing businesses to collect with a self-serve payment portal and collaborate with customers and teammates to resolve what automation alone can’t. Owned by Great Hill Partners, Versapay’s employee base spans the U.S. and Canada with offices in Atlanta and Miami. With 10,000 customers and 5M+ companies transacting, Versapay facilitates 110M+ transactions and $170B+ in payments volume annually

Think you might be the next Veep to join? Read on!!

AsaCustomer Success Manager for our Merchant Services team atVersapay, you will manage long-term relationships by becoming our customers' trusted Versapay advisor. Reporting to our Vice President of Customer Success,you willjoin a fast-growing team toscaletheworld-classexperience our customershave come tolove.

In this role, you will buildstrongrelationshipswith our customers, develop adeepunderstanding of their business,andexplore waysthatVersapayproducts can support their objectives.You’ll alsoleverageagrowingexpertiseof the entire ERP systemtoanticipate andresolveproblems.

To accomplish this, you’ll need 5+ years of experience in a customer success role and or customer sales role in a SaaS based company as well as B2B merchant services experience.

What you'll do:

• Ownthe customerlifecycle:Seamlessly transition Enterprise customers from their onboarding journey, focusing on long-term adoption and success, and growing the installed base revenue number. Run and maintain training and enablement sessions, regular cadence calls and Executive Business Reviews (EBR's) with customers.
• Drive growth and retention:Build and maintain Strategic Account Plans in collaboration with your customers, including retention and growth strategies. Create shared KPI's that are reviewed, mapped, and measured.
• Advocate forthe customer:Interactwith sales, professional services, and product team members on projectstoconnect client wishes to the largerbusinessstrategy. Effectively represent your customers in driving product development for new integrations and features.
• Resolve customer problems:Maintain visibility into customer issues and requests in partnership with our Customer Care team, ensuring customers are updated regularly. Act as point of escalation for high severity requests and work cross-functionally to drive resolution.
• Proposeimprovements:Coordinate with other teamsacross our organization to propose scalable improvements to our customer journey.Identifyproblemsthataffect multipleclientsand forecast what those trends mean for future churn.

• 5+ years’ experience in a SaaS based Customer Success role.
• Background in Merchant Services with experience in a payment Acquirer, Payfac, and/or ISO environment.
• Bachelors Degree in Business, Marketing, Communications, Economics,or related field.
• Customer Obsession:Resolute focus ontheneeds of the customer above all. Views problems through the customer’s lens first, basing decisions and prioritization around their needs. Asks curious questions to understand the 'why' behind customer needs and the impact to their business.
• Agility:Highly adaptivein the face of ambiguous and complex problems,takinga flexible andresourcefulapproach to new challenges. Able to seamlessly alternate between various tasks and roll with the punches when things change.
• Follow-through:High motivation, bias to action and strong prioritization. Can workproactively andindependently to bring all assigned work to completion with speed and accuracy.
• Empathy:Able to relate to otherswith a different view or experience.Quicklykeysinto the needs ofcustomers or collaborators, demonstrating sensitivity in responding tochallenges.
• Collaboration:Assertive with humility—able to lead change in a positive way. Maintains high standards for verbal and written communication and is always professionalunder pressure.
• Analytical thinking:Leverages experience andexpertisetoquickly identify and comprehendcomplex problems.Adept at understandinghow technical things workand walking someone else through the details. Data-driven mindset, utilizing objective measures to assess success and improvement opportunities for customers.

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