Customer Success Manager, Enterprise SaaS

PaymentWorks is seeking an innovative, client obsessed Customer Success Manager (CSM) to help customers drive as much value as possible from their PaymentWorks investment. 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.

In this position you will:

Decrease churn, improve NPS survey results, take proactive steps to mitigate signs of risk.
Complete projects when assigned on time and in scope, and maintain a deep understanding of the PaymentWorks solution(s).
Keep customers engaged with regular touch points such as business reviews (BRs) and ongoing operational check-ins.
Establish relationships as a trusted and strategic advisor to help ensure the continued value of our product.
Develop a thorough understanding of our product and service offerings to upsell and cross-sell to clients.
Analyze customer data and provide metrics to improve customer experience.
Communicate customer needs effectively with internal resources.
Ability to travel 25 – 30% of the time.

About you:

A minimum of 3 – 5 years of customer service or customer success for an enterprise SaaS company 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.
Ability to present to senior executives and key stakeholders.
Bachelor’s Degree in appropriate field of study or equivalent work experience.

Location

Company is based in Boston, MA
Position is remote
Reports to the Vice President of Customer Experience

Why work here?

We have a proven market need.
We have hockey stick growth expectations.
Our product stops payments fraud (yes, you will regularly stop bad guys!)
We are small and nimble and we move fast. New ideas, new problems to solve, and new customers happen every day.
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.

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 welcomed.

About PaymentWorks

The PaymentWorks digital supplier onboarding platform automates complex payee-management processes for every payer to eliminate the risk of business payments fraud, reduce cost and ensure regulatory compliance.

To apply for this position, send an email to: careers@paymentworks.com