The Role
The Customer Success Manager will manage customer relationships, drive growth and retention strategies, advocate for customer needs, and improve processes within a SaaS environment.
Summary Generated by Built In
About Versapay 🚀
Versapay turns accounts receivable (AR) into a competitive advantage.
Inefficient AR processes slow cash flow and stall growth. Versapay removes friction, unlocks working capital, and accelerates momentum — giving finance leaders the clarity and control they need to drive business forward.
Versapay automates accounts receivable, removing barriers to collecting and reconciling B2B payments. Our solutions connect finance teams, customers, and business systems in one ecosystem to ensure cash flow clarity. With over 10,000 customers and 5M+ companies transacting on the platform, Versapay processes over 110M transactions and $257B annually.
Think you might be the next Veep to join? Read on!!
Here’s how you’ll make a huge impact here – and on your career:
At Versapay, we're seeking an experienced Customer Success Manager to join our Software-focused team. This role is ideal for a seasoned professional with a strong background in managing a strategic portfolio of customers and/or Fintech/Payments, who can leverage their expertise to become a strategic advisor to our customers.
This is an excellent opportunity for a highly self-motivated person with a passion for both strategy and impact, looking for the experience to build and scale with our team.
Reporting to the Director of Customer Success, you'll be a key player responsible for delivering a world-class experience our customers have come to expect. Your mission will be to manage long-term relationships, develop a deep understanding of our customers' businesses, and explore innovative ways that Versapay products can support their objectives.
What you'll do:
- Customer Lifecycle Management:
- 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)
- Growth and Retention:
- 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
- Customer Advocacy:
- Collaborate with sales, professional services, support, underwriting, marketing, and product teams
- Represent customer needs in product development initiatives
- Problem Resolution:
- Partner with Customer Care to maintain visibility into customer issues
- Act as an advocate for high-severity requests
- Drive cross-functional resolution efforts
- Process Improvement:
- Propose scalable enhancements to our customer journey
- Identify and analyze multi-client issues to forecast potential churn risks
Qualifications:
- 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
What you'll bring to the team:
- 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
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Top Skills
SaaS
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The Company
What We Do
Versapay is focused on changing the way companies do business together by offering Customer-Centric Order-to-Cash solutions for mid-market and enterprise businesses. We help our clients offer a superior customer experience, enabling CFOs to accelerate cash conversion, reduce costs, and eliminate paper, checks and manual business processes. Based in Toronto with offices in Atlanta, Cleveland, Baltimore and Las Vegas, Versapay is owned by Great Hill Partners, a Boston-based technology investment firm.
