Full-Time
Customer Success Manager
Confirmed live in the last 24 hours
PayActiv
201-500 employees
Provides early access to earned wages
Compensation Overview
$80k - $95kAnnually
Mid, Senior
Rochester, NY, USA
- 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 with Payroll and/or HCM systems is strongly preferred
- 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
- 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
PayActiv provides a service that allows workers to access their earned wages before the traditional payday. This helps employees avoid high fees associated with payday loans and overdrafts. The process works by using time and attendance data to calculate the wages that have been earned but not yet paid. Once the employer or benefits provider sends the funds, they are loaded onto the worker's Payactiv Visa Card, allowing for quicker access to money. Unlike many competitors, PayActiv does not charge businesses to offer this service, instead generating revenue through transaction fees when workers use their cards. The company aims to support workers financially while also being socially responsible, as it operates as a public benefit corporation and certified B Corp.
Company Stage
Series C
Total Funding
$135.2M
Headquarters
San Jose, California
Founded
2012
6 month growth
↑ 5%1 year growth
↑ 10%2 year growth
↑ 22%
Simplify's Take
What believers are saying
- PayActiv's services have been shown to significantly reduce reliance on payday loans and overdrafts, providing substantial financial relief to workers.
- The company's partnerships with major platforms and organizations, such as Oracle and Paycor, expand its reach and potential customer base.
- Winning multiple awards, including the Gold Stevie® Award for Corporate Social Responsibility, highlights PayActiv's industry leadership and positive impact.
What critics are saying
- The fintech sector is highly competitive, and PayActiv must continuously innovate to maintain its market position.
- Dependence on transaction fees from Payactiv Visa Cards could be a vulnerability if usage patterns change or regulatory environments shift.
What makes PayActiv unique
- PayActiv's unique business model, which does not charge businesses to offer its services, sets it apart from competitors who often impose fees on employers.
- As a certified B Corp and public benefit corporation, PayActiv's commitment to social responsibility and financial wellness is a significant differentiator in the fintech space.
- Integration with major platforms like Oracle Cloud HCM enhances PayActiv's accessibility and appeal to large enterprises, distinguishing it from smaller, less integrated competitors.