Customer Success Manager II

Versapay

1d•$93,000 - $112,000•Remote

About The Position

As a Customer Success Manager for Versapay’s Software Solutions team, you will manage long-term relationships across a book of business and serve as customers’ trusted Versapay advisor. You will build strong relationships, develop a deep understanding of customers’ businesses, and identify ways Versapay products can support their objectives. You will also draw on expertise across the ERP system to anticipate and resolve problems and help customers grow with Versapay. The role requires experience in SaaS customer success and customer sales, as well as B2B merchant services experience. Versapay provides a platform for collecting and reconciling B2B payments, bringing finance teams, business systems, customers, and payment activity together in an intelligent ecosystem. The company reports serving 10,000 customers, facilitating more than 110 million transactions, and processing over $300 billion in annual payment volume.

Requirements

At least 5 years of experience in a SaaS-based Customer Success role.
Experience in a customer sales role at a SaaS-based company and B2B merchant services experience.
Bachelor’s degree in Business, Marketing, Communications, Economics, or a related field.
Demonstrated customer focus, including understanding customer needs and business impact.
Ability to adapt to ambiguous and complex problems and manage changing priorities.
Strong follow-through, prioritization, initiative, and ability to work independently.
Empathy and sensitivity when responding to customers and collaborators.
Strong verbal and written communication and ability to collaborate professionally under pressure.
Analytical thinking, ability to understand technical concepts and explain them, and a data-driven approach to measuring success and improvement opportunities.

Nice To Haves

Background in Fintech software solutions, preferably accounts receivable.

Responsibilities

Manage the customer lifecycle, transitioning customers from onboarding to long-term adoption and success while growing installed-base revenue.
Facilitate customer training and enablement sessions, regular cadence calls, and Executive Business Reviews.
Build and maintain strategic account plans with customers, including retention and growth strategies.
Create shared KPIs and review, map, and measure progress against them.
Represent customer needs to sales, professional services, and product teams, connecting client requests to broader business strategy.
Advocate for customers in product development for new integrations and features.
Monitor customer issues and requests with the Customer Care team and keep customers updated.
Serve as an escalation point for high-severity requests and work cross-functionally to resolve them.
Coordinate with other teams to propose scalable improvements to the customer journey.
Identify problems affecting multiple clients and forecast how those trends may affect future attrition.