Sr. Customer Success Manager

Responsibilities

• Own the success and health of STRATEGIC assigned clients by developing strategies aimed to increase engagement and revenue while mitigating churn
• Become a trusted advisor; develop consultative relationships with the assigned territory of customers by delivering value, sharing best practices, and acting as the voice of the customer internally
• Drive product adoption and usage of the Paystand platform throughout the customer journey
• Achieve quarterly expansion and upsell targets and renewal forecast
• Identify upsell and cross-sell opportunities through customer interactions, and develop a specific strategy to align with customer business objectives
• Negotiate win-win outcomes for customers and Paystand
• Collaborate with multidisciplinary teams to provide your accounts with a flawless experience regardless of their needs
• Develop an exhaustive understanding of the Paystand Platform and how that ties into customer A/R strategies
• This is an individual contributor position
• Mentor other Customer Success Managers & Specialists in best practices.

Qualifications

• +4 years of prior experience in Customer Success or Account Management, preferably in a SaaS environment
• Strong customer success skills and demonstrated ability to to work through difficult conversations, with the goal of preserving relationships
• Growth mindset, proactive, and a bias for action
• Excellent communication, listening, facilitation, and negotiation skills
• Strong data analysis, organizational, and prioritization skills
• Comfortable building decks and presenting to high-level executives 
• Demonstrated ability to learn and teach new skills quickly.
• Thrives in a fast-paced environment and can adjust priorities on-the-fly
• SFDC/Hubspot literacy and proficiency
• Willing to Travel
• Previous experience in a fast-paced customer-facing position, preferably technical customer support with a SaaS solution

Big Plus: 

• • Working knowledge of Netsuite, Sage, Magento, WooCommerce, and Xero

• Experience working in finance or accounts receivable

Perks

• Salary + competitive equity in a high-growth-stage startup.
• Flexible in-office work model.
• 401k.
• Stock Options.
• Generous PTO (vacations) & sick days.
• Free snacks & paid meals.
• Your own equipment & tools.
• Opportunity for advancement & growth in a rapidly expanding team.
• Mentorship, learning & education programs.
• Smart, motivated team that likes to have fun.
• Mission-driven culture, where your work matters.