Client Success Manager

Payliance • Columbus, OH

58d • Remote

About The Position

The Client Success Manager (CSM) is responsible for ensuring Payliance clients achieve maximum value from our platform, driving satisfaction, retention, and growth. This role serves as a trusted advisor, helping clients optimize payment workflows, navigate the lending/payments ecosystem, and unlock new opportunities for efficiency and performance. The CSM manages a portfolio of accounts, guiding clients through onboarding new services, providing strategic consultation, and proactively identifying ways to improve outcomes. You’ll collaborate closely with Product, Sales, Risk, Compliance, and Support to ensure a seamless and positive client experience. This position is ideal for a relationship-driven professional with strong problem-solving skills and a passion for helping customers achieve measurable results.

Requirements

• 3–5+ years in Client Success, Account Management, or Customer Success—preferably in payments, fintech, lending, SaaS, or financial services.
• Experience in payments, ACH, RCC, card networks, RTP, or lending operations.
• Proven ability to build strong customer relationships and deliver strategic guidance.
• Strong communication, presentation, and customer-facing skills.
• Excellent organizational skills with the ability to manage multiple accounts and priorities.
• Analytical mindset with the ability to understand client data, workflows, and performance indicators.
• Proficiency with CRM tools such as Salesforce.

Nice To Haves

• Familiarity with LMS integrations and the lending technology ecosystem.
• Background working with high-volume transactional environments.
• Ability to travel occasionally for client meetings, team events, or industry conferences.

Responsibilities

• Serve as the primary point of contact and trusted advisor for an assigned portfolio of clients.
• Develop a deep understanding of client goals, workflows, and operational challenges.
• Conduct regular business reviews to highlight value, performance metrics, and optimization opportunities.
• Foster long-term relationships that lead to high satisfaction and renewal rates.
• Provide recommendations on how to best use Payliance solutions to support clients’ business objectives.
• Educate clients on platform capabilities, new features, and best practices.
• Identify opportunities for clients to expand usage or adopt additional Payliance solutions in support of their business needs.
• Support clients in navigating ACH, RCC, card, RTP, and compliance-related requirements.
• Monitor client health, usage trends, and key metrics to spot risk early.
• Identify and close upsell and cross-sell opportunities.
• Ensure successful renewals through proactive engagement and value demonstration.
• Partner with Product to advocate for client needs and share actionable insights.
• Coordinate with Support, Risk, Technology and Compliance to resolve issues and ensure smooth operations.
• Maintain accurate client contacts, notes, contracts, and opportunity plans in Salesforce.
• Track KPIs and provide reporting internally and externally as needed.
• Contribute to process improvements and scalable Client Success initiatives.

Benefits

• Competitive base salary + performance bonus based on retention and client success metrics.
• Full benefits package including medical, dental, vision, STD, LTD, life insurance, 401(k), and PTO.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed