Full-Time Customer Success Manager

About Versapay 🚀For growing businesses... 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.

What you'll do:

• Own the customer lifecycle: 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 for the customer: Interact with sales, professional services, and product team members on projects to connect client wishes to the larger business strategy. 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.
• Propose improvements: Coordinate with other teams across our organization to propose scalable improvements to our customer journey. Identify problems that affect multiple clients and forecast what those trends mean for future churn.

Requirements:

• 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
• Bachelor's Degree in Business, Marketing, Communications, Economics, or related field.

Values:

• Customer Obsession
• Agility
• Follow-through
• Empathy
• Collaboration
• Analytical thinking

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