Client Success Manager
Payactiv•Las Vegas, NV
•Onsite
About The Position
As a Client Success Manager (CSM) at Payactiv, you will serve as a strategic partner to employer clients, ensuring they realize maximum value from our solutions. You will manage a portfolio of accounts post-onboarding, driving product adoption, customer satisfaction, retention, and growth. This role requires a strong combination of relationship management, data-driven decision-making, and cross-functional collaboration to deliver measurable outcomes and long-term client success.
Requirements
- Bachelor’s degree or equivalent work experience
- 4–6 years of experience in Customer Success, Account Management, or related roles in B2B or B2B2C SaaS/fintech
- Experience working with HR / employer-based clients preferred
- Experience in managing 75+ accounts book of business in a high volume of clients
- Proven ability to manage a portfolio of accounts and drive customer outcomes
- Strong problem-solving, analytical, and organizational skills
- Excellent communication and presentation skills, with the ability to influence stakeholders at all levels, including executives
- Ability to manage multiple priorities and deadlines in a fast-paced environment
- Experience with CRM and customer success tools (e.g., Salesforce)
- Strong understanding of customer success metrics (retention, adoption, NRR, CSAT/NPS)
- AI-enabled mindset and familiarity with leveraging AI tools to enhance customer engagement, insights, and operational efficiency
Responsibilities
- Own and manage a portfolio of employer client accounts throughout the customer lifecycle post-onboarding
- Serve as the primary point of contact for all account-related matters
- Build and maintain strong, trusted relationships with HR teams, key stakeholders, and executives
- Build and execute detailed Account Plan for assigned clients.
- Drive product adoption and ensure clients achieve desired outcomes from Payactiv solutions
- Deliver impactful Quarterly Business Reviews (QBRs) and ongoing value-based engagements
- Act as a product expert, providing guidance, training, and best practices
- Proactively monitor customer health and identify risks to retention
- Develop and execute mitigation plans to address potential churn
- Act as the escalation point when needed, ensuring timely and effective issue resolution
- Identify and drive expansion opportunities, including upsell, cross-sell, and account growth
- Partner with internal teams to develop and execute account growth strategies
- Maintain visibility into opportunities and contribute to forecasting efforts
- Work closely with Activation/Onboarding, Support, Product, Finance, and Sales teams to ensure a seamless customer experience
- Advocate for customer needs and provide feedback to influence product improvements
- Ensure smooth handoffs and alignment across teams throughout the customer lifecycle
- Leverage data, reports, and trends to inform account strategy and customer engagement
- Track and report on key performance metrics, including adoption, retention, and satisfaction
- Use insights to proactively drive customer actions and demonstrate value
Benefits
- Company Sponsored Health, Dental and Vision insurance
- 401K, traditional and Roth with employer match
- Tuition Assistance or Tuition Reimbursement
- Monthly Gym Reimbursement
- Paid time off to volunteer
- Paid Family Leave (California)
- Unlimited Paid Time Off
- Complimentary office lunches
- Opportunity to grow
- Opportunity to work with a great team committed to making a difference.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
