Client Success Manager
2 weeks ago
**Who We Are**
FlexPay is the first to market and global leader in failed payment recovery. Our outstanding success is built upon a solid foundation of exceptional culture, adherence to our values, and an innovative AI-driven approach to solving this trillion-dollar problem. Our leading Payment Authorization Management solution helps subscription businesses accelerate revenue and profit growth by recovering failed payments, which is the single largest cause of customer churn.
We’re a maturing, institution-backed Fintech SaaS, solving one of the biggest problems faced by merchants. The veteran management team of serial entrepreneurs is supported by a board filled with industry leaders. Our ambition is to redefine payments and in doing so become more than just the next great unicorn, but to become a key element of the infrastructure that makes our world’s economy hum.
We were selected as one of the Top 20 Canadian Innovation Technology Companies by CIX in 2020. And in 2019, we were named one of Deloitte’s Fast 50 Technology Companies to Watch in Canada. We’re a dynamic, welcoming company that strives to hire the best and brightest people. If you are looking for a place to invest your passion, then keep reading
**What The Role Looks Like**
As a Client Success Manager, you will work closely with the Vice President of Client Care to ensure the satisfaction and success of our growing client base. Your primary responsibilities will be to onboard and train new clients, establishing a strong foundation for long-term, mutually beneficial relationships. You will act as the main point of contact for clients, addressing their needs and acting as a resource throughout their journey.
A day in the life of this position includes;
- Understanding clients’ needs and collaborating with the development team to deliver timely and effective solutions.
- Managing relationships with internal and external stakeholders to ensure smooth communication and alignment.
- Creating and presenting business reviews and reports to clients.
- Building, interpreting and analyzing performance reports.
- Proactively engaging with clients, demonstrating the value of our platform.
- Educating and supporting clients on best practices, guiding them to maximize the benefits of our offerings.
- Prioritizing client satisfaction and taking ownership of client retention and growth.
- Developing and enhancing Client Success assets and content, working with product marketing to create onboarding materials.
- Driving client advocacy through references, case studies, and referrals.
- Collaborating with Client Support to create a seamless and integrated client experience.
- Gathering and prioritizing client feedback to influence product enhancements and optimize user experience.
- Partnering with cross-functional team members to translate business needs and product requirements into client solutions.
**Who We’re Looking For**
You are a highly motivated, customer-focused individual who thrives on client success. You go out of your way to make sure your clients are happy and supported. You enjoy interpreting and manipulating data to identify and troubleshoot client issues and will utilize this knowledge along with your understanding of payment processing to drive client success.
You’re the type of person who loves autonomy and the freedom to manage your time how you see fit. FlexPay is a small and dynamic team, and this is your opportunity to get in on the ground floor and help us develop our client support strategy. You’re always learning because you’re genuinely curious and always looking to grow
**What We’re Looking For**
- A Bachelor’s degree or equivalent.
- 3-5 years’ experience in relationship management, customer success or account management within payment processing or SaaS.
- Experience in the payment processing or merchant banking environment dealing with large corporate accounts preferred but not required.
- Experience preparing and presenting client facing reports and presentations including Quarterly Business Reviews.
- Strong financial mindset, comfortable with numbers and interpreting and analyzing data.
- A self-starter driven by success with attention to detail.
- A solid understanding of business performance metrics, and a willingness to embrace data.
- Intermediate level Excel experience (able to manipulate data, combine multiple datasets into a single source).
- Experience utilizing various CRM’s.
- An excellent communicator with the ability to sell and convince.
- An adaptive learner who always strives for challenges.
- Outside of the box thinking, someone who is not afraid to ask questions and look for new/different solutions.
**What We Offer**
We’re a quickly growing global company committed to building a team filled with diver cultures, viewpoints, and experiences. As they say, variety is the spice of life. No matter how large we become, we will always be connected through our shared send of commu
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