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Customer Success Manager

2 weeks ago

Vancouver, Canada VoPay International Inc Full time

**About VoPay International Inc.**

**The Opportunity**

We’re looking for a highly driven **Customer Success Manager** to take full ownership of client relationships post-sale. In this role, you'll ensure new customers are successfully onboarded, fully activated, and continuously engaged throughout their lifecycle. You’ll play a key role in identifying expansion opportunities, driving product adoption, mitigating risk, and maximizing customer retention and satisfaction.

**Duties and Responsibilities**

Customer Onboarding & Activation
- Own the post-sale relationship with customers and guide them through onboarding and first transaction activation
- Ensure a clean handoff from Sales with clear implementation timelines and measurable outcomes

Customer Engagement & Relationship Management
- Build relationships with multiple stakeholders across each account to increase platform usage and value

Risk & Churn Management
- Monitor customer health metrics and proactively identify at-risk accounts
- Develop and execute success plans to mitigate churn and address customer pain points

Renewals & Retention
- Track contract end-dates and satisfaction metrics to drive timely renewals
- Act as the internal advocate for your accounts to ensure long-term value and retention

Expansion & Growth
- Identify and qualify upsell and cross-sell opportunities within your book of business
- Collaborate with Sales and Product teams to support commercial expansion

Strategic Reviews & Account Planning
- Conduct Quarterly Business Reviews (QBRs) with high-value accounts to align on goals, metrics, and roadmap updates
- Collaborate with internal teams to bring insights and feedback to product development

Process & CRM Discipline
- Maintain clean CRM hygiene with accurate notes, success plans, activities, and tracking
- Contribute to SOP development and improvements to scale Customer Success operations

**Qualifications**
- 5+ years of experience in a SaaS Customer Success, Account Management, or similar client-facing role
- Proven track record of driving renewals, upsells, and product adoption
- Strong understanding of payment technology or fintech is a plus
- Excellent interpersonal, communication, and problem-solving skills
- Proficiency in CRM systems (e.g., HubSpot or Salesforce), reporting tools, and account planning
- Self-motivated with a proactive mindset and strong organizational skills

Pay: $80,000.00-$90,000.00 per year

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Vancouver, BC (V7X): reliably commute or plan to relocate before starting work (preferred)

**Experience**:

- SaaS Customer Success, Account Management: 5 years (preferred)

**Location**:

- Vancouver, BC (V7X) (required)

Work Location: In person