Manager, Client Success

REPAY - Realtime Electronic Payments • Atlanta, GA

26d

About The Position

The Manager, Client Success will play a key role in ensuring that our clients are fully supported throughout their journey with REPAY products. This leader will manage a team of six Associate Client Success Managers and work cross-functionally with Sales, Support, and other REPAY teams to deliver an exceptional client experience. The ideal candidate will have a proven track record in account management/client success, team building and leadership, and understanding how to understand and address customers’ needs.

Requirements

• 5+ years of experience in client success, customer service, or account management, with at least 2 years in a leadership role
• Experience managing a team, including coaching and developing entry-level professionals; experience building and managing a newly established team is preferred
• Strong understanding of payment processing software, SaaS solutions, or similar technologies is preferred
• Exceptional communication and interpersonal skills, with the ability to build strong client relationships and collaborate effectively with internal teams
• Proven track record in driving client retention, satisfaction, and success
• Strong problem-solving abilities and the ability to handle challenging client situations with professionalism and empathy
• Data-driven mindset, with experience tracking and analyzing metrics to drive performance
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously
• Familiarity with CRM systems and practices (e.g. Salesforce)
• Must be highly proficient in Microsoft Excel, Word, and PowerPoint
• Excellent written and verbal communication skills
• Strong organization skills

Responsibilities

• Lead, mentor, and manage a team of six Associate Client Success Managers, providing guidance, coaching, and career development opportunities to ensure their growth and success.
• Onboard and train newly hired Associate Client Success Managers
• Oversee the onboarding process for new clients, ensuring they understand and fully adopt our solutions.
• Ensure high levels of client retention by proactively addressing concerns and opportunities for improvement.
• Develop and nurture strong relationships with key client stakeholders, acting as the point of escalation for any issues or challenges.
• Define and monitor key performance indicators (KPIs) for the Client Success team, ensuring that the team meets or exceeds targets related to client satisfaction, retention, and adoption.
• Collaborate with sales, product, and support teams to ensure a seamless and cohesive client experience.
• Advocate for the needs of clients within the organization and drive improvements to our products and services.
• Continuously evaluate and improve client success processes to enhance operational efficiency, scalability, and client satisfaction.
• Ensure clients are educated on best practices for utilizing our payment processing solutions and identify opportunities to upsell or cross-sell additional features and services.
• Provide regular reports to senior leadership on client success metrics, team performance, and any major client concerns or opportunities.

Benefits

• We offer a comprehensive benefits package which includes 100% coverage of employee healthcare premiums and several free benefits, including life insurance, disability insurance, and work-life balance resources. All benefits go into effect day one.
• Our employees’ futures are important to us, which is why we have a 401(k)-employer match and and an Employee Stock Purchase Plan.
• REPAY employees are eligible to participate in our Annual Bonus Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 251-500 employees