Who we are…We are Payactiv, a FinTech company in the heart of Silicon Valley, devoted to giving workers access to their earned wages when they need them. Payactiv is the pioneer and industry leader in Earned Wage Access. We are the only Certified B Corporation and Public Benefit Corporation in our industry. Our app provides millions with financial services that help them avoid debt, manage their finances, and regain flexibility to pay for things on their own schedule.
What you will do...As a Payactiv Customer Success Manager, you will be developing strong relationships with enterprise employer customers, working with operational staff, the activation team, and key business executives, and driving the adoption of our products. This role is responsible to ensure customer satisfaction through exemplary service, being a product expert, and delivering value to the customer. This role will retain employers/customers and also identify and close new growth opportunities with them. This position is based in our San Jose CA corporate office.
What you will doAccount management from kickoff, activation, launch, account planning, and through the customers' life cycleManage a book of business with a portfolio of employer customersThe main point of contact for all employer customer account management mattersBe the product expert and provide product usage training/guidanceDevelop trusted advisor relationships with customer stakeholders and executivesDeliver Quarterly Account Reviews to customersCollaborate with internal teams including activation, Support, finance, and Product to ensure the highest customer satisfactionRetain customers through proactive risk identification and mitigationIdentify, forecast, and develop new growth opportunities (referrals, product up-sell / cross-sell, and expansion to other divisions/locations/regions) with existing customersBe the orchestrator during customer escalations ensuring a speedy resolutionDeliver and exceed on performance metrics (KPIs) defined for this roleFacilitate customer feedback and work with the product team to enhance/innovate productAnalyze data through reports and trends, leverage it to drive actions with customersDeliver and articulate value to customers through QBR and other methods
What you need Bachelor’s degree, or equivalent work experienceProven work experience of 3-5 years as a CSM in B2B or B2B2C SAAS/fintech industryExperience working in Human Resources / Employer a plusYou should have experience managing customer book of business with a portfolio of accountsStrong problem-solving and negotiation skillsAbility to manage multiple tasks/projects and deadlines simultaneouslyAbility to identify and resolve exceptions and interpret dataProven customer service/relations skillsUnderstanding of communication and marketing strategiesDemonstrable ability to communicate (written and verbal), present, and influence customer stakeholders including C-level Strong presentation, interpersonal, verbal, and written communication skillsUnderstanding of performance metrics or KPIs$80,000 - $95,000 a yearAdditonal commmision based on performance of accounts What we offer:·         Health, dental and vision insurance·         401K, traditional and Roth·         Tuition Assistance or Tuition Reimbursement·         Monthly Gym Reimbursement·         Paid time off to volunteer·         Paid Family Leave (California)·         Paid Vacations·         Complimentary office lunches·         Opportunity to grow·         Opportunity to work with a great team committed to making a difference.