Client Success Manager (Northeast Region)

PayIt•Philadelphia, PA

1d•Hybrid

About The Position

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. 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.

Requirements

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 or FinServ background or experience in a complex B2B2C business
Proven experience managing clients through complex project lifecycles
The ability to digest multiple data inputs to analyze client health, adoption, and lifetime value to inform account strategy, drive renewals, and identify cross and upsell opportunities
Experience leading strategic business reviews with senior-level stakeholders
Prior experience in facilitating end-user training and enabling new technologies
Prior forecasting, account management/executive, renewal management and/or sales experience, or strong interest in developing these skills
Familiarity with Project Management and Collaboration Tools (i.e Confluence, Slack, Jira, etc.)
Google G-suite and Microsoft Office

Responsibilities

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 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
Act as the voice of the customer and champion feedback to internal Product teams
Monitor customer health indicators and proactively work with internal PayIt teams to mitigate identified risks