Customer Success Manager

March 13

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Payactiv

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The Leader in Earned Wage Access.

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Description

• Account management from kickoff, activation, launch, account planning, and through the customers' life cycle • Manage a book of business with a portfolio of employer customers • Be the main point of contact for all employer customer account management matters • Be the product expert and provide product usage training/guidance • Develop trusted advisor relationships with customer stakeholders and executives • Deliver Quarterly Account Reviews to customers • Collaborate with internal teams including activation, Support, finance, and Product to ensure the highest customer satisfaction • Retain customers through proactive risk identification and mitigation • Identify, forecast, and develop new growth opportunities with existing customers • Facilitate customer feedback and work with the product team to enhance/innovate product • Analyze data through reports and trends, leverage it to drive actions with customers • Deliver and articulate value to customers through QBR and other methods

Requirements

• Bachelor’s degree, or equivalent work experience • Proven work experience of 3-5 years as a CSM in B2B or B2B2C SAAS/fintech industry • Experience working in Human Resources / Employer a plus • Experience managing customer book of business with a portfolio of accounts • Strong problem-solving and negotiation skills • Ability to manage multiple tasks/projects and deadlines simultaneously • Ability to identify and resolve exceptions and interpret data • Proven customer service/relations skills • Understanding of communication and marketing strategies • Demonstrable ability to communicate (written and verbal), present, and influence customer stakeholders including C-level • Strong presentation, interpersonal, verbal, and written communication skills • Understanding of performance metrics or KPIs

Benefits

• Health, dental and vision insurance • 401K, traditional and Roth • Tuition Assistance or Tuition Reimbursement • Monthly Gym Reimbursement • Paid time off to volunteer • Paid Family Leave (California) • Paid Vacations • Complimentary office lunches • Opportunity to grow • Opportunity to work with a great team committed to making a difference