Payments Conversion Manager

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Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

The Manager of Payments Conversion will lead payments adoption across Fullsteam’s Hotel Management Systems customer base. This role focuses on converting existing software customers from newly integrated business units to Fullsteam’s payments platform. The ideal candidate will be a strategic leader with a proven ability to scale payments processes, build and manage a customer-focused payments conversion team, and partner closely with product, sales, customer success, and operations to ensure seamless adoption. This role focuses on deepening relationships and expanding wallet share within the existing PMS customer base.

Primary Responsibilities:

• Own the payments conversion strategy for the Hotel PMS business unit, supporting end-to-end payments process from sales to full adoption.
• Build and manage a high-performing team that is customer-focused, consultative, and execution-driven.
• Design and execute playbooks to accelerate payments conversion across newly acquired or integrated PMS customer bases.
• Collaborate with customer success, implementation, and product teams to create frictionless onboarding experiences and minimize churn risk during transitions.
• Partner with marketing to design customer-facing campaigns and materials that highlight the benefits of integrated payments.
• Lead pipeline management, forecasting, and performance tracking for your team.
• Establish KPIs tied to payments penetration, customer adoption rates, and recurring revenue growth.
• Directly engage with strategic customers as needed to remove barriers and accelerate adoption.
• Act as a subject matter expert on payments, educating both internal teams and customers on features, compliance, and value drivers.
• Roll up forecasts and adoption metrics to executive leadership on a weekly basis.
• Drive a culture of accountability, collaboration, and customer-first thinking within the team.

Skills & Competencies:

• Strong business acumen with a focus on payments adoption, boarded and boarded to processing.
• Expertise in building customer-facing sales teams focused on expansion/cross-sell rather than new business.
• Proven track record of accelerating adoption of SaaS or payments solutions within an existing customer base.
• Advanced knowledge of Salesforce and sales engagement platforms.
• Excellent communication and influencing skills across internal teams and customer stakeholders.
• Strong analytical skills with the ability to build dashboards, track adoption, and identify trends.
• Customer-focused mindset with the ability to translate technical payment features into clear business value.
• Skilled at change management and guiding customers through transitions.
• Ability to thrive in a fast-paced, dynamic, high-growth environment.

Payments-Specific Competencies:

• Understanding of payment processing workflows within hotels (card-present, card-not-present, online booking, recurring charges).
• Familiarity with PCI compliance, chargebacks, fraud management, and guest data privacy.
• Experience selling or implementing integrated payments solutions in hospitality or SaaS.
• Ability to position payments as a revenue enabler, not just a cost center, for hotel operators.
• Knowledge of key competitors in hotel payments (Shift4, Elavon, Stripe, Worldpay, Adyen, etc.).

Minimum Qualifications:

• 3+ years of experience leading expansion, account management, or customer success sales teams in SaaS or payments.
• Demonstrated success in driving adoption of payments or financial technology within an existing customer base.
• Experience managing distributed teams and scaling expansion revenue to $25M+ annually.
• Experience working cross-functionally with product, operations, and customer success teams.
• Travel as required by business needs.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.