Customer Success Manager
Milpitas, California
Account Management – Account Management /
Full Time /
Hybrid
Who we are…
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 to ensure 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.
This position is based in our Milpitas CA corporate office.
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
$80,000 - $95,000 a year
Additonal commmision based on performance of accounts
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.
