Customer Success Manager, Growth-Letus

Priority Technology Holdings, LLC• Remote, US,

10h•$80,000 - $90,000•Remote

About The Position

We are looking for a commercially minded Customer Success Manager to own and grow our portfolio of LetUs customers across Canada. This role sits at the intersection of Customer Success, Account Management, and Sales. You will own relationships across a portfolio of 100+ customers, helping them maximize the value of their current partnership while proactively identifying opportunities to expand the products and services they use. We are looking for someone who enjoys building relationships, uncovering customer needs, identifying revenue opportunities, and confidently guiding customers toward solutions that create additional value for their business. You'll also play an important role in the future of these relationships. As our Prisma platform expands, you will help educate and prepare LetUs customers for an eventual transition to Prisma, ensuring they understand the broader value of the partnership and are positioned for a successful migration when the time is right.

Requirements

Experience in Customer Success, Account Management, Sales, or a hybrid customer-facing growth role.
Demonstrated ability to identify and close expansion or upsell opportunities within an existing customer base.
Strong discovery skills, with the ability to uncover customer needs through thoughtful, consultative conversations and successfully sell them on aligned product offerings.
Comfortable discussing value, pricing, products, and commercial opportunities directly with customers.
Able to build strong customer relationships while still asking for the business.
Highly organized and comfortable managing a large portfolio with competing priorities.
Able to determine where high-touch engagement will have the greatest impact while using scalable approaches across the broader portfolio.
Strong written and verbal communication skills.
Curious, proactive, and comfortable learning new products and navigating change.
Able to operate independently while collaborating effectively across multiple internal teams.
Comfortable working in a fast-moving environment where processes and products continue to evolve.

Nice To Haves

Experience in PropTech, multifamily, property management, FinTech, payments, or SaaS.
Experience managing Canadian customers or familiarity with the Canadian multifamily/property management market.
Experience managing a high-volume customer portfolio.
Experience selling additional products or services into an existing book of business.
Experience supporting customers through a product migration or technology transition.

Responsibilities

Own the relationship and commercial success of approximately 100+ LetUs customers across Canada.
Develop strong relationships with customer stakeholders and become a trusted point of contact for their business.
Understand each customer's business, goals, current product usage, and opportunities for additional value.
Proactively identify, develop, and close expansion opportunities within the existing customer base.
Own expansion opportunities through the sales cycle, including discovery, product demonstrations, solution positioning, and close.
Introduce customers to additional products and services that align with their needs and business objectives.
Conduct strategic customer conversations and business reviews focused on adoption, outcomes, growth opportunities, and future priorities.
Maintain a healthy pipeline of expansion opportunities and accurately track activity, opportunities, and next steps in the CRM.
Develop scalable outreach and engagement strategies appropriate for a portfolio of 100+ customers.
Identify customers who may require additional attention based on engagement, adoption, growth potential, or risk.
Partner with Support and other internal teams to resolve customer service issues, while quarterbacking critical issues through resolution and maintaining ownership of the overall customer experience.
Serve as the voice of the LetUs customer internally, identifying recurring needs, friction points, and opportunities to improve the customer experience.
Educate customers on the evolving Prisma offering and build excitement and readiness for future migration opportunities.
Support future LetUs-to-Prisma migrations by helping customers understand the business value of moving to the broader platform.
Meet or exceed defined customer retention, engagement, adoption, and expansion goals.