Customer Success Manager
Remote- US, Boston
Customer Success Manager
PaymentWorks is looking for a customer-obsessed, innovative Customer Success Manager to help our clients unlock the full value of their investment in our platform. The CSM is responsible for building relationships with PaymentWorks customers to ensure a successful customer journey and great user experience. We seek a problem-solver and critical thinker who can consider any obstacles we encounter holistically in order to implement creative solutions.
The ideal candidate is a reliable, detail-oriented individual with a focused desire to improve the overall customer experience. A trustworthy, self-motivated, top-notch communicator who can work in a fast-paced, dynamic environment fits right in. We offer a challenging environment where the pace of each individual’s career growth is driven by the level of their commitment and contribution to the business.
Key Responsibilities:
- Decrease churn, improve NPS survey results and health, take proactive steps to mitigate signs of risk.
- Analyze customer data to identify trends, usage patterns, risk indicators, and opportunities for deeper engagement.
- Build and maintain dashboards, reports, and scorecards to monitor account health, product adoption, and support activity.
- Own the full customer lifecycle for an assigned portfolio — including onboarding, success planning, training, adoption, retention, renewals, upsells, and overall customer satisfaction.
- Deliver strategic reviews and insights that highlight impact, elevate client experience, and inform renewals and upsell efforts
- Establish relationships as a trusted and strategic advisor to help ensure the continued value of our product and return on investment.
- Develop a thorough understanding of our product and service offerings to upsell and cross-sell to clients.
- Communicate effectively with both internal and external stakeholders to better understand customer needs, maximize retention and growth, and enhance the customer lifecycle.
- Track metrics like CSAT and NPS to help improve the customer experience.
- Maintain and optimize Customer Success platforms to ensure high standards.
- Ability to travel 25 – 30% of the time.
- Plan and coordinate regional customer engagement sessions for your account portfolio to strengthen relationships and drive collaboration.
Qualifications:
- A minimum of 5+ years of customer service or customer success for an enterprise SaaS company is preferred.
- Strong presentation skills, including great attention to detail, organizational and analytics skills, and the ability to juggle multiple projects at once.
- Excellent client-facing and written/verbal communication skills and a customer-first mindset.
- Ability to present to senior executives and key stakeholders.
- Bachelor’s Degree or equivalent work experience.
- Proficiency in Vitally, Hubspot, and G-Suite tools preferred
- Proficiency in Customer Success tools preferred
Why work here?
- We have a proven market need.
- Our product stops payments fraud (yes, you will regularly stop bad guys!)
- We are small and nimble, and we move fast.
- We respect that you have a life outside of work (i.e., we have options for flexible work schedules, and we have great benefits, including unlimited PTO)
- Every employee has an impact – no one here is a cog in a machine
Applicants must pass a background check prior to being officially accepted for employment.
Job location: open to remote; the company is in Boston, MA.
Job is remote; however, applicants must reside in one of the following states:
Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Kentucky, Maine, Massachusetts, Montana, Nevada, New Hampshire, New Jersey, New York, Oregon, Pennsylvania, Rhode Island, Texas, Virginia, Washington, West Virginia, Wisconsin
At PaymentWorks, we base our employment decisions entirely on business needs, job requirements, and qualifications. We do not discriminate based on race, gender, religion, health, parental status, personal beliefs, veteran status, age, or any other status. We have zero tolerance for any kind of discrimination, and we are looking for candidates who share those values. Applications from women and members of underrepresented minority groups are welcome.
About PaymentWorks
PaymentWorks is a rapidly growing vendor identity network for secure business payments. By acting as the foundation of vendor master data management, organizations can control costs and risks while executing a payables strategy to optimize the time value of money.
To apply for this position, send an e-mail to: careers@paymentworks.com
