Customer Success Manager- Software Solutions

Versapay is a company that automates accounts receivable to enhance business cash flow and growth. They are seeking an experienced Customer Success Manager to manage customer relationships and ensure the successful adoption of their software solutions.

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

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
• Customer Obsession: Unwavering focus on customer needs, with the ability to view problems from the customer's perspective and make decisions based on their business impact
• Strategic Thinking: Capacity to understand complex business scenarios and align Versapay solutions with customer objectives
• Relationship Building: Exceptional interpersonal skills to foster strong, long-term partnerships with key stakeholders at all levels, internally and externally
• Analytical Acumen: Data-driven mindset with the ability to leverage metrics for assessing success and identifying improvement opportunities
• Industry Expertise: In-depth knowledge of the payments landscape, ERP systems, and emerging trends in financial technology
• Problem-Solving: Adept at navigating complex technical and business challenges, with a proven ability to drive innovative solutions
• Leadership: Ability to influence cross-functional teams and drive initiatives that impact customer success and company growth
• Adaptability: Flexible approach to new challenges in a fast-paced, evolving industry