Senior Client Success Manager

PayIt; Ann Arbor (MI); On-site; USD 95,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Paid maternity leave

Paid paternity leave

Disability insurance

Job summary

A GovTech company in Ann Arbor seeks a Client Success Manager to enhance relationships with government clients. This role requires at least 7 years in a SaaS environment, advocating for clients and analyzing their needs for success. Responsibilities include strategy development and project management with an emphasis on digital solutions. The position offers competitive pay and benefits, supporting a mission to improve government interactions with residents.

Qualifications

• A minimum of 7 years of experience in a SaaS environment.
• Experience serving high-touch customers.
• Strong analytical skills for client health assessment.

Responsibilities

• Own the success and growth of a portfolio of government agency clients.
• Understand customers’ goals and serve as a trusted advisor.
• Develop strategies to increase citizen awareness of digital services.

Skills

Customer advocacy

Consultative partnership

Data analysis

Facilitating training

Project management

Communication skills

Tools

Confluence

Slack

Jira

Google Workspace

Microsoft Office

Job description

Base pay range

$95,000.00/yr - $120,000.00/yr

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.

What You’ll Be Doing:

• 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 modernise 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 7 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 sales (expansion) experience
• Proven experience managing clients through complex project lifecycles
• Familiarity with Project Management and Collaboration Tools (e.g. Confluence, Slack, Jira, etc.) and Google Workspace 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.

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.

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. To learn more, click here. Canadian Citizens and those authorized to work in Canada without sponsorship are also encouraged to apply.

To all recruitment agencies: PayIt does not accept agency resumes. Please do not forward resumes to our careers’ alias, PayIt employees or any other company location. PayIt is not responsible for any fees related to unsolicited resumes.

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Benefits

• Medical insurance
• Vision insurance
• 401(k)
• Paid maternity leave
• Paid paternity leave
• Disability insurance