Technical Customer Success Manager

1 day ago

Vancouver, British Columbia, Canada VoPay Full time

About VoPay International Inc.

VoPay's Fintech-as-a-Service platform allows any business to embed financial services and payment capabilities into their existing applications, products or services through a single and scalable API. Our Integrated technology enables product managers and developers the flexibility and speed to build cutting-edge financial products.

The Opportunity

We're looking for a highly driven 
Technical Customer Success Manager
(T-CSM) to take full ownership of client relationships post-sale. Unlike traditional customer service roles, this position blends relationship management with technical problem-solving. You'll ensure new customers are successfully onboarded, fully activated, and continuously engaged throughout their lifecycle.

As the technical voice of Customer Success, you'll support clients during implementation, help troubleshoot more complex issues with an analytical approach, and act as a bridge between our customers and our product/engineering teams. You'll also play a key role in advocating for customers internally, driving product adoption, identifying expansion opportunities, and maximizing retention.

Duties & Responsibilities

Customer Onboarding & Activation

  • Own the post-sale relationship and guide customers through onboarding and first-transaction activation.
  • Ensure smooth handoffs from Sales with clear implementation timelines and measurable outcomes.
  • Support customers in configuring and using product features to meet their business goals.

Customer Engagement & Relationship Management

  • Maintain regular, strategic contact with accounts through calls, emails, and virtual meetings.
  • Build relationships with multiple stakeholders to expand platform adoption and value.
  • Translate customer needs into actionable feedback for internal teams.

Technical Troubleshooting & Advocacy

  • Investigate and triage customer issues, working with product and engineering to drive resolution.
  • Use database queries (SQL) or log analysis to validate, reproduce, or better understand reported issues.
  • Communicate technical findings clearly to both customers and internal teams.

Risk & Churn Management

  • Monitor account health and proactively flag at-risk customers.
  • Create success plans to address challenges and ensure long-term satisfaction.

Renewals, Expansion & Growth

  • Drive contract renewals by demonstrating business value.
  • Identify upsell and cross-sell opportunities within accounts.
  • Partner with Sales and Product teams to support expansion strategies.

Strategic Reviews & Account Planning

  • Conduct QBRs with high-value accounts to align on goals, metrics, and product roadmap updates.
  • Share customer insights with Product to shape feature development.

Process & CRM Discipline

  • Maintain accurate CRM records with clean notes, success plans, and activity tracking.
  • Contribute to SOPs and best practices for scaling Customer Success operations.

Qualifications

  • 5+ years of experience in SaaS Customer Success, Account Management, or similar client-facing role.
  • Proven success in driving renewals, expansions, and product adoption.
  • Strong interpersonal, communication, and problem-solving skills.
  • Proficiency with CRM systems (e.g., HubSpot), BI Tools, reporting tools, and account planning.
  • Self-motivated, proactive, and highly organized.
  • Ability to query databases (e.g., SQL) to investigate customer issues.
  • Code literacy: able to read and understand code at a basic level to locate logs, spot issues, and communicate effectively with engineers (not expected to write production code).
  • Background in payments, fintech, or financial services is a plus.

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