We are Payactiv, a FinTech company in the heart of Silicon Valley, devoted to giving workers access to their earned wages when they need them. Payactiv is the pioneer and industry leader in Earned Wage Access. We are the only Certified B Corporation and Public Benefit Corporation in our industry. Our app provides millions with financial services that help them avoid debt, manage their finances, and regain flexibility to pay for things on their own schedule.
What you will do...
As a Payactiv Customer Success Manager, you will be developing strong relationships with enterprise employer customers, working with operational staff, the activation team, and key business executives, and driving the adoption of our products. This role is responsible for ensuring customer satisfaction through exemplary service, being a product expert, and delivering value to the customer. This role will retain employers/customers and also identify and close new growth opportunities with them.
What you will do
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
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 (referrals, product up-sell / cross-sell, and expansion to other divisions/locations/regions) with existing customers
Be the orchestrator during customer escalations ensuring a speedy resolution
Deliver and exceed on performance metrics (KPIs) defined for this role
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
What you need
Proven track record of successful customer service/relations skills
Experience managing/ growing/ retaining clients with 5K+ employees
Proven work experience of 3-5 years as a CSM in the B2B or B2B2C SAAS/fintech industry
Experience working in Human Resources / Employer a plus
Strong problem-solving and negotiation skills
Ability to manage multiple tasks/projects and deadlines simultaneously
Ability to identify and resolve exceptions and interpret data
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
Bachelor’s degree, or equivalent work experience
What we offer:
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
Additional commmision based on performance of accounts
Seniority level
Not Applicable
Employment type
Full-time
Job function
Other
Industries
Financial Services
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