Customer Success Manager - Gift & Loyalty

Summary

Join Paystone as a bilingual Customer Success Manager and play a vital role in ensuring customer satisfaction and driving long-term success for our Datacandy Gift and Loyalty product. Manage key accounts, foster relationships, drive product adoption, oversee contract renewals, and upsell new features. You will be the primary contact for clients, addressing their needs and ensuring they maximize the value from our solutions. This fully remote position requires strong customer relationship management, agreement renewal and retention skills, performance analysis and optimization capabilities, and strategic program consulting expertise. You will also be responsible for issue resolution, upselling, cross-functional collaboration, client training, and market research. Paystone offers a flexible and connected environment for its remote workforce, valuing professional development and meaningful work.

Requirements

• University degree or college diploma in Business, IT, or a related field
• Minimum of 3 years in customer success or account management
• Account & Relationship Management - Ability to develop strong, long-term relationships with clients and act as a trusted advisor
• Communication & Interpersonal skills - Excellent verbal and written communication skills to deliver compelling presentations, training sessions, and strategic recommendations
• Sales & Negotiation skills - Persuasive skills to upsell and cross sell products/services, ability to negotiate contract renewals and pricing
• Organization & time management - Manage multiple accounts, projects and deadlines. Prioritize tasks, client and internal needs while keeping accurate records of interactions and performance metrics
• Data Analysis & Performance Reporting – 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
• Language Requirement: Must be fluent in both French and English

Responsibilities

• Customer Relationship Management – Build and maintain strong relationships with clients, acting as their primary point of contact for program success and strategic guidance
• Agreement Renewals & Retention – Proactively manage contract renewals, ensuring high retention rates and minimizing churn through regular check-ins and value-driven conversations
• Performance Analysis & Optimization – Monitor clients key metrics and provide data-driven recommendations to improve program effectiveness
• Strategic Program Consulting – Advise clients on best practices for designing and refining their gift and loyalty programs to drive customer retention and revenue
• Issue Resolution & Support Coordination – Work closely with internal support and product teams to troubleshoot issues and ensure a seamless client experience
• Upselling & Expansion – Identify opportunities to grow accounts by introducing premium features or higher tier plans
• Cross-functional Collaboration – Partner with sales, product, and marketing teams to align client needs with business objectives and contribute to product improvements
• Client Training & Enablement – Educate clients on platform features, updates, and industry trends to ensure they maximize the value of their loyalty programs
• Market Research & Industry Trends – Stay up to date with industry developments, competitor offerings, and emerging loyalty trends to provide valuable insights to clients and internal teams

Preferred Qualifications

Technical & Product knowledge - Experience with Gift Card, Loyalty, POS, eCommerce, Online Ordering and/or MarTech tools a plus

Benefits

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