Full-Time

Customer Success Manager

Posted on 7/15/2024

PayActiv

PayActiv

201-500 employees

Provides early access to earned wages

Fintech
Social Impact

Compensation Overview

$80k - $95kAnnually

Mid, Senior

Rochester, NY, USA

Hybrid position in Rochester, NY.

Category
Customer Success & Support
Customer Success Management
Sales & Account Management
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 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
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
  • 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 financial service that allows workers to access their earned wages before the traditional payday. This service helps individuals avoid high fees associated with payday loans and overdrafts. PayActiv calculates the amount of earned but unpaid wages using time and attendance data from employers or government benefits providers. Once the employer sends the funds, they are made available on the worker's Payactiv Visa Card, often allowing for earlier access to money than usual. Unlike many competitors, PayActiv does not charge businesses to offer this service, instead generating revenue through transaction fees when workers use their cards. As a public benefit corporation and certified B Corp, PayActiv aims to balance profit with social responsibility, focusing on the well-being of workers and the community.

Company Stage

Series C

Total Funding

$130.2M

Headquarters

San Jose, California

Founded

2012

Growth & Insights
Headcount

6 month growth

-1%

1 year growth

0%

2 year growth

1%
Simplify Jobs

Simplify's Take

What believers are saying

  • Integration with Oracle Cloud Marketplace expands PayActiv's reach and service offerings.
  • Recent $20 million funding round indicates strong investor confidence and growth potential.
  • Partnership with OnShift eliminates fees, making services more accessible to senior care workers.

What critics are saying

  • Increased competition from new fintech startups could erode PayActiv's market share.
  • Regulatory scrutiny on EWA services could impact PayActiv's business model.
  • Economic downturns may reduce employer spending on benefits, affecting revenue.

What makes PayActiv unique

  • PayActiv pioneered Earned Wage Access (EWA) in 2012, revolutionizing payroll systems.
  • The company offers a holistic financial wellness ecosystem beyond just EWA.
  • PayActiv is a Public Benefit Corporation and Certified B Corp, emphasizing social responsibility.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

401(k) Company Match

Tuition Reimbursement

Gym Membership

Paid Vacation

Paid Family Leave

INACTIVE