Senior Client Success Manager, Great Lakes Region

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

Benefits offered by this job

100% employer-paid medical insurance

401(k) with company match

Flexible PTO policy

Collaborative work culture

Volunteering opportunities

Job summary

A fast-growing GovTech company is seeking a Senior Client Success Manager for the Great Lakes Region to enhance government interactions for communities. Responsibilities include managing a focused portfolio of clients, facilitating strategy sessions, and advising on solutions to improve efficiency. The ideal candidate has 7+ years in a consultative role, a strong emotional quotient, and is adept in project management tools. This role offers competitive compensation and a flexible work environment.

Qualifications

• Minimum of 7 years in a customer-facing role, preferably in SaaS.
• Proven track record managing high-touch clients.
• Experience in facilitating user training on technologies.

Responsibilities

• Own success and growth of government agency clients.
• Advise clients on leveraging PayIt solutions.
• Manage client renewals and expansions.

Skills

Technical aptitude

Emotional intelligence

Client relationship management

Analytical skills

Project management

Tools

Confluence

Slack

Jira

G Suite

Microsoft Office

Job description

Our team is a dedicated, passionate group of people. We’re focused on improving access to government — for everyone. Every employee’s talent and enthusiasm helps us achieve our ambitious mission.

We want to make government interactions simple for residents, and we want to be the best partner our clients have ever worked with. Our work removes barriers and reduces complications, making life easier for residents and government agencies.

We make each other better.

PayIt team members truly stand out — both for their professional talent and for their empathy. Our culture is one of a kind, and each team member helps make our success a little sweeter. We learn together, support each other, and grow together.

We value teamwork, curiosity, and new ideas. We invite every team member to bring their full self to work. Our culture is hands‑on so employees gain new skills and get broad exposure across the business. Working at PayIt is an opportunity for real professional growth and career‑defining work.

You belong here.

DEI isn’t just an acronym to us. PayIt acknowledges, embraces, and supports folks of all sexual, gender, (dis)ability, religious, racial, and socioeconomic backgrounds. It makes our company culture, our products, and our world better.

Flexibility. Because life happens.

Need to pick up your child from school, take your pup to the vet, or go to the doctor? PayIt hours are flexible so you can take care of whatever life throws at you. We care about the quality of your work, not micromanaging the exact times you’re working.

Whether you want to take a vacation, need a mental health day, or are out sick, it all falls under our flexible PTO policy. We work hard and play hard at PayIt, and we encourage all of our employees to take time to recharge as they see fit.

Challenging work, fantastic culture, and cool benefits

Health, dental, and vision

We’ve got you covered. From 100% employer‑paid medical insurance to paid plans, you can select what’s best for your situation. We also pay 100% of dental, vision, and short‑ and long‑term disability insurance for yourself and your family.

We hire the best and we compensate accordingly. And we’re transparent about the salary range during the hiring process, so you’re never left wondering.

401(k) with company match

Your future is important to us. Our employees can join our 401(k) program — with a company match.

Office space in Kansas City

If you enjoy working in‑office, you’ll love our space in the heart of downtown KC. We’ve got comfy common areas, stocked fridges, and private meeting rooms. Being at the office isn’t required, but we love seeing our team members in person.

Current Openings

From client success to engineering to finance, the PayIt team is transforming GovTech and making the lives of everyday people easier.

Senior Client Success Manager, Great Lakes Region

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. We are collaborative and passionate about the work we do to improve the lives of our government clients and the end users they serve. We have ambitious scaling goals, and we look for team members who are ready to roll up their sleeves, solve problems, and find new opportunities to win with our clients. And we have a lot of fun together.

What You’ll Be Doing:

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
• 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 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:

PayIt Senior 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 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 (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 HQ.

Annual Salary Range:

$95,000 - $120,000 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.

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 any fees related to unsolicited resumes.

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.

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