Senior Client Success Manager

The Role

We are seeking a dynamic and strategic Senior Vendor Success Manager to join our team! In this role, you will be a key driver of customer satisfaction and revenue growth by guiding vendors through the successful adoption and ongoing use of Paymode services.

You will serve as a trusted advisor, helping customers realize the full value of their Paymode membership by aligning our solutions with their business goals. Your proactive engagement and problem-solving skills will ensure a seamless customer experience throughout the lifecycle.  This role requires close collaboration with the Paymode Vendor Sales team to uncover new revenue opportunities, as well as cross-functional coordination with Payer Account Managers, Product, and Member Services teams to address customer needs and drive long-term loyalty.

How you'll contribute:

• Manage a portfolio of high-value vendor accounts to protect and grow recurring revenue.
• Build and maintain strong, trust-based relationships with key stakeholders across customer organizations.
• Drive engagement with Paymode services and features to maximize customer value and satisfaction.
• Conduct regular business reviews to align Paymode capabilities with customer objectives.
• Monitor customer health metrics and develop risk mitigation strategies as needed.
• Identify and address potential issues before they escalate, ensuring positive outcomes and retention.
• Educate customers on the benefits and functionality of Paymode services.
• Present relevant product enhancements and updates to customers.
• Uncover and pursue opportunities to expand customer usage of the Paymode network.
• Share insights and best practices to continuously improve internal processes and customer outcomes.

If you have the attributes, skills, and experience listed below, we want to hear from you:

• Proven experience in Customer Success or Account Management, ideally within the Enterprise segment.
• Exceptional communication skills—both written and verbal—with the ability to tailor messaging to various audiences.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• A customer-first mindset with empathy, patience, and a genuine desire to help.
• Analytical thinking with the ability to translate customer data into actionable insights.
• Proactive, self-motivated, and results-driven with a collaborative spirit.
• Ability to identify risks and lead cross-functional efforts to resolve them.
• Comfortable engaging with stakeholders at all levels, from operational contacts to executive sponsors.
• 5–10 years of experience in the FinTech industry, with a solid understanding of the payments ecosystem and competitive landscape.
• Proficiency with CRM platforms and customer success tools to manage accounts and track performance.

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