Remote Customer Success Manager

Summary

Join Versapay as a Customer Success Manager and leverage your expertise to become a strategic advisor to our customers, delivering a world-class experience and managing long-term relationships.

Requirements

• 5+ years of experience in Customer Success or Account Management roles within SaaS-based companies
• Proven track record managing high ARR customers in the Fintech industry
• Demonstrated experience managing strategic accounts and engaging with C-level executives
• Strong presentation skills with a history of delivering compelling proposals and reviews to senior leadership
• Bachelor's Degree in Business, Marketing, Communications, Economics, or related field
• Knowledge of strategic account management methodologies and best practices
• Proficiency in creating and delivering high-impact presentations to diverse audiences, including C-suite executives and decision-makers

Responsibilities

• Seamlessly transition customers from onboarding to long-term adoption
• Focus on growing installed base revenue
• Conduct training sessions, regular cadence calls, and Executive Business Reviews (EBRs)
• Develop and maintain Success Plans in collaboration with customers
• Create and track shared KPIs for retention and growth strategies, including cross-sells, upsells, renewals, and churn mitigation
• Collaborate with sales, professional services, support, underwriting, marketing, and product teams
• Represent customer needs in product development initiatives
• Partner with Customer Care to maintain visibility into customer issues
• Act as an advocate for high-severity requests
• Drive cross-functional resolution efforts
• Propose scalable enhancements to our customer journey
• Identify and analyze multi-client issues to forecast potential churn risks