Full-Time

Customer Success Manager

Updated on 4/26/2024

PayActiv

201-500 employees

Earned wage access and financial wellness platform

Data & Analytics

Financial Services

Consumer Goods

Mid

Milpitas, CA, USA

Required Skills

Communications

Marketing

Customer Service

Requirements

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

Responsibilities

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
Be 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 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

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

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.

PayActiv

View

Website

View Company Profile

Working at Payactiv offers the unique opportunity to be part of a team that enhances financial wellness by providing employees timely access to their earned wages through advanced payment technologies. This role in promoting financial empowerment not only makes it a rewarding place to work but also places the company at the forefront of addressing real-world payroll challenges. The focus on both technology-driven solutions and employee financial health fosters a culture of innovation and responsibility.

Company Stage

Series C

Total Funding

$135.2M

Headquarters

San Jose, California

Founded

2012

Growth & Insights

Headcount

6 month growth

↑ 7%

1 year growth

↑ 0%

2 year growth

↑ 24%