Responsibilities
Proactively re-engage every assigned customer, including dormant, difficult-to-reach, and at-risk accounts, using thoughtful, persistent multichannel outreach.
Research customer organizations and verify current decision-makers, stakeholders, contact details, services, agreements, and account histories; maintain reliable CRM
records.
Investigate incomplete or conflicting information across internal systems and teams to establish an accurate picture of each account.
Segment and prioritize the portfolio by revenue, engagement, churn risk, and opportunity; tailor outreach and account-review cadence accordingly.
Conduct candid customer conversations to understand goals, past frustrations, unresolved issues, and opportunities to restore confidence and value.
Coordinate with Support, Finance, Legal, Sales, and Product to resolve issues, confirm commercial terms, and follow through on commitments.
Identify retention risks early, execute recovery plans, and escalate material risks with clear recommendations.
Monitor and report engagement, verified contacts, account health, open issues, retention, and reactivation progress.
Identify appropriate expansion opportunities and educate customers about Prisma offerings and potential future migration.
What Success Looks Like
Customers are contacted and relationships re-established across the portfolio, with clear next steps and an accountable point of contact.
Key stakeholders, account details, agreements, and relationship status are verified and accurately documented.
Dormant and at-risk accounts are reactivated or have clear, documented recovery plans; outstanding issues and retention risks decline.
Leadership has dependable visibility into engagement, portfolio health, and readiness for a future Prisma transition.
Candidate Requirements
Demonstrated success re-engaging inactive or dissatisfied customers and rebuilding relationships through persistence, empathy, and follow-through.
Excellent investigative and online research skills; able to locate hard-to-reach decision-makers and reconcile fragmented account information.
Experience in Customer Success, Account Management, or Client Services, ideally with a large portfolio or inherited book of business.
Strong organization, prioritization, CRM discipline, and ability to manage high-volume outreach without sacrificing quality.
Confident communicator comfortable handling difficult conversations and coordinating resolution across internal teams.
Proactive, independent, commercially aware, and skilled at identifying churn risk and protecting customer relationships.
Preferred
PropTech, multifamily, property management, payments, FinTech, or SaaS; Canadian customer portfolios; contract/renewal administration; product transitions; bilingual English/French.
Work Environment & Culture
We believe that performance and experience go hand in hand - an exceptional Employee experience is earned through contribution. We are a results-driven team, grounded in our core values: ownership, authenticity, service, trust, innovation, and camaraderie.
Our culture is built for those who want to make an impact. We challenge each other to grow, celebrate progress, and support one another through shared goals and real connection. Whether you're building technology, serving clients, or supporting internal teams, you’ll be part of a company that empowers you to perform at your best and be known for results.
Compensation & Benefits
Compensation range: $80,000-$90,000, OTE $120k
We invest in the whole employee - personally and professionally. Our benefits package is designed to support your well-being, growth, and success - both inside and outside of work.
Financial Wellness
Bonus programs
401(k) match
Employee Stock Purchase Program (ESPP)
HSA and FSA options
Financial wellness resources and employee discount programs
Health & Well-being
Medical, dental, and vision coverage
Mental health support for employees and dependents through Lyra Health
Family planning and women’s health benefits through Carrot
Gym membership reimbursement and virtual wellness programs (including yoga)
Time Off
3 weeks PTO to start, with unlimited PTO after year one
Growth & Development
Education expense reimbursement
Leadership development programs
Certified Payments Professional (CPP) certification support
We believe great performance starts with feeling supported - and we’ve built our benefits with that in mind.
Traditional Physical Requirements
Requires prolonged sitting, standing, bending, stooping and stretching.
Requires the ability to lift 10 pounds.
Requires eye-hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction).
Join our team at Priority Technology Holdings, Inc. and be part of a dynamic and innovative company that is transforming the financial technology landscape. Together, we can shape the future of payments and banking solutions while providing unmatched value to our clients.
