Customer Success Manager

Summary

Join Paystone as a Customer Success Manager and play a vital role in ensuring customer satisfaction and driving long-term success for our Datacandy Gift and Loyalty product. This remote position involves managing key accounts, fostering relationships, driving product adoption, overseeing contract renewals, and upselling new features. You will be the primary client contact, addressing their needs and ensuring they maximize the value of our solutions. The role requires strong relationship-building, communication, and data analysis skills. Paystone offers a flexible work environment and is committed to career development. We reward contributions and offer flexible time off.

Requirements

• University degree or college diploma in Business, IT, or a related field
• Minimum of 3 years in customer success or account management
• Ability to develop strong, long-term relationships with clients and act as a trusted advisor
• Excellent verbal and written communication skills to deliver compelling presentations, training sessions, and strategic recommendations
• Persuasive skills to upsell and cross sell products/services, ability to negotiate contract renewals and pricing
• Manage multiple accounts, projects and deadlines. Prioritize tasks, client and internal needs while keeping accurate records of interactions and performance metrics
• Ability to analyze program performance metrics (e.g., customer engagement, redemption rates, ROI) and present actionable insights using tools like Google Sheet, slides and Looker

Responsibilities

• Build and maintain strong relationships with clients, acting as their primary point of contact for program success and strategic guidance
• Proactively manage contract renewals, ensuring high retention rates and minimizing churn through regular check-ins and value-driven conversations
• Monitor clients key metrics and provide data-driven recommendations to improve program effectiveness
• Advise clients on best practices for designing and refining their gift and loyalty programs to drive customer retention and revenue
• Work closely with internal support and product teams to troubleshoot issues and ensure a seamless client experience
• Identify opportunities to grow accounts by introducing premium features or higher tier plans
• Partner with sales, product, and marketing teams to align client needs with business objectives and contribute to product improvements
• Educate clients on platform features, updates, and industry trends to ensure they maximize the value of their loyalty programs
• Stay up to date with industry developments, competitor offerings, and emerging loyalty trends to provide valuable insights to clients and internal teams

Preferred Qualifications

Experience with Gift Card, Loyalty, POS, eCommerce, Online Ordering and/or MarTech tools

Benefits

• Compensation tied to market data
• We reward for contribution
• Flexible Time-off
• We’re committed to career development
• Full time remote work