Customer Success Manager, Merchant Services

Versapay is a company that transforms accounts receivable into a competitive advantage by automating processes and enhancing cash flow. The Customer Success Manager will own the customer lifecycle, drive growth and retention, advocate for customers, resolve issues, and propose improvements to enhance the customer journey.

Responsibilities:

• Own the customer lifecycle: Seamlessly transition customers from their onboarding journey, focusing on long-term adoption and success, and growing the installed base revenue number. Facilitate training and enablement sessions, regular cadence calls and Executive Business Reviews (EBR's) with customers
• Drive growth and retention: Build and maintain Strategic Account Plans in collaboration with your customers, including retention and growth strategies. Create shared KPI's that are reviewed, mapped, and measured
• Advocate for the customer: Interact with sales, professional services, and product team members on projects to connect client wishes to the larger business strategy. Effectively represent your customers in driving product development for new integrations and features
• Resolve customer problems: Maintain visibility into customer issues and requests in partnership with our Customer Care team, ensuring customers are updated regularly. Act as a point of escalation for high-severity requests and work cross-functionally to drive resolution
• Apply payment-processing expertise to drive outcomes: Advise on acceptance flows and integrations, collaborate on pricing/interchange questions, and partner with Risk/Underwriting, disputes/chargebacks, and PCI/security requirements
• Propose improvements: Coordinate with other teams across our organization to propose scalable improvements to our customer journey. Identify problems that affect multiple clients and forecast what those trends mean for future attrition

Requirements:

• 5+ years' experience in a SaaS based Customer Success role with renewal and expansion responsibility; history of overachieving company goals
• Payments expertise: Strong merchant services/payment processing background with the ability to navigate gateway/processor/acquirer/payfac/ISO models with a deep understanding of disputes/chargebacks, settlement/funding, pricing/interchange, underwriting/risk, and reconciliation
• Bachelor's Degree or equivalent experience in Business, Marketing, Communications, Economics, or related field
• Proven experience advising customers' CFOs and AR/Cash Application leaders; strong executive presence and communication
• Customer Obsession: Resolute focus on the needs of the customer above all. Views problems through the customer's lens first, basing decisions and prioritization around their needs. Asks curious questions to understand the 'why' behind customer needs and the impact on their business
• Agility: Highly adaptive in the face of ambiguous and complex problems, taking a flexible and resourceful approach to new challenges. Able to seamlessly alternate between various tasks and roll with the punches when things change
• Follow-through: High motivation, bias to action and strong prioritization. Can work proactively and independently to bring all assigned work to completion with speed and accuracy
• Empathy: Able to relate to others with a different view or experience. Quickly keys into the needs of customers or collaborators, demonstrating sensitivity in responding to challenges
• Collaboration: Assertive with humility, demonstrates an ability to lead change positively. Maintain high standards for verbal and written communication, and is always professional under pressure
• Analytical thinking: Leverages experience and expertise to quickly identify and comprehend complex problems. Adept at understanding how technical things work and walking someone else through the details. Data-driven mindset, utilizing objective measures to assess success and improvement opportunities for customers
• Experience supporting customers with ERP-integrated AR and payments workflows; familiarity with NetSuite, Sage Intacct, or Microsoft Dynamics is a plus
• Knowledge of payments optimization trends and tactics that impact a customer's cost of service (e.g., CEDP, Level 3 processing, surcharging, and other optimization solutions)
• Experience partnering with internal teams such as Product, Finance, Underwriting, Risk, and Legal to resolve complex, regulated, or risk-sensitive customer scenarios