Understands each client’s business model, goals, adoption trends, and operational workflows to deliver tailored guidance.
Recognizes early signs of risk and acts quickly to maintain satisfaction and prevent churn.
Adapts communication style based on audience and context, ensuring clarity and alignment.
Shares industry knowledge and best practices related to billing, payments, and customer engagement.
Results Driven
Executes strategies that increase digital payment adoption, improve customer experience, and strengthen client retention.
Drives measurable improvements across revenue influence, portfolio growth, adoption metrics, and client advocacy.
Identifies upsell and cross-sell opportunities aligned with client objectives and produces high-quality customer success qualified leads.
Uses Salesforce and internal reporting tools to track performance, analyze trends, and inform client action plans.
Maintains strong focus on achieving quarterly and annual performance targets.
Takes Ownership
Manages the full lifecycle of client engagement, ensuring consistency, follow-through, and proactive planning.
Investigates client challenges and collaborates across teams to resolve issues effectively.
Develops technical fluency in client integrations and workflows to guide troubleshooting and effective communication.
Documents client discussions, action plans, and insights with accuracy to support continuity.
Operates independently with strong judgment, anticipating client needs and addressing them promptly.
Drives Efficiency
Establishes scalable communication and engagement cadences to support a diverse book of business.
Uses data dashboards, analytics, and structured workflows to prioritize activities and maximize impact.
Applies strong time-management and organizational skills to balance multiple client initiatives simultaneously.
Identifies operational inefficiencies and provides data-backed recommendations to clients and internal teams.
Leverages automated tools, templates, and process improvements to enhance delivery and productivity.
Innovative
Brings creative strategies to clients that improve adoption, streamline workflows, and strengthen digital performance.
Shares new insights and best practices informed by industry trends and peer comparisons.
Uses AI-assisted tools to analyze client data, prepare messaging, and uncover actionable improvements.
Experiments with new engagement formats and ideas that elevate client experience and support better results.
Continuously looks for ways to enhance internal processes and customer success delivery.
Requirements
Strong relationship management experience with a track record of driving retention and growth
Experience supporting clients in person and via virtual communication tools (Teams/Zoom)
Background in electronic billing, payments, merchant services, or related SaaS platforms preferred
Excellent verbal, written, presentation, and interpersonal communication skills
Customer-driven and results-oriented, with the ability to influence decision-making
Strong organizational, planning, and time-management skills
Experience working independently and managing multiple priorities in a fast-paced environment
Proficiency with Microsoft Office tools and Salesforce
Travel
Periodic travel to key accounts for onsite meetings or conferences as required.
Benefits
We offer a competitive benefits program including:
Medical, dental, vision, life & disability insurance
401(k) plan with company match
Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays
Mental health resources
Paid parental leave & Backup Care
Tuition reimbursement
Employee Resource Groups (ERGs)
Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission. Some roles may also be eligible for overtime pay. The above represents the expected base compensation range for this job requisition. Ultimately, in determining your pay, we’ll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors.
Base Compensation Range
$80,000—$95,000 USD
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