Job Description
Hi, We’re AffiniPay!Â
AffiniPay is a leading fintech company, based out of Austin, Texas. As the market leader in professional services payments and project management software, AffiniPay’s tech products serve legal, accounting, architectural, engineering and construction firms. AffiniPay has been recognized as one of Inc. 5000’s fastest growing companies in the U.S. for 11 years in a row, and as a result, our teams continue to grow as well!Â
The SVP of Client Success is a proven leader with a track record of scaling Payments/SaaS customer success organizations. This role will develop and lead a strong, knowledgeable, and proactive client-facing team that is responsible for supporting the 100,000+ businesses using our software and responsible for the success of over $18 billion in transactions annually. The SVP of Client Success will drive a results-oriented culture and will architect, execute and continuously improve customer success initiatives and processes across all brands/products of the company. With a Net Promoter Score higher than the majority of most well known software products in the industry, the stakes are high and this person is up for a challenge.Â
What You’ll Do
- Drive Customer Success Outcomes - Primary Responsibilities
- Grow Same Firm Sales
- Grow Software ARR
- Minimize churn
- Influence LTV through higher product/feature adoption and overall health scores
- Measure Effectiveness of Customer Success
- Define operational metrics for team
- Establish system for tracking metrics
- Create cadence for review within team
- Present metrics to Executive Team, company and Board of Directors
- Work closely with Marketing, Sales and Operations teams
- Refine nurture campaigns
- Ensure the onboarding experience positions the company and customer for success
- Work with Sales to expand our revenue in accounts through cross-sell and up-sell
- Coordinate strategic initiatives across the organization that facilitate our desired customer success outcomes
- Enhance Customer Health Monitoring Through Technology
- Customer Health: Identify technology/data gaps within the product
- Research and install a Customer Success Management platform or monitoring
- Inspire Customer Success Across Company
- Create company-wide culture of Customer Success
- Align with Marketing around marketing strategy to existing clients
- Align with Product around driving product roadmap and feature adoption
- Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
- Align with Finance around measurement and forecasting
- Align with Executive Team around key metrics and objectives
- Consolidate company-wide customer feedback loops
- 5+ years experience in leading customer-facing SaaS and payments organizations
- Ability to manage influence through persuasion, negotiation, and consensus building
- Strong empathy for customers AND passion for revenue and growth
- Deep understanding of value drivers in recurring revenue business models
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement
- Enthusiastic and creative leader with the ability to inspire others
- Excellent communication and presentation skills
- Relevant Bachelor’s degree
Our Story
Founded in 2005, AffiniPay’s mission is to build technology products that helps professionals focus on the work they love. As the leader in the professional payments industry, AffiniPay’s products serve legal, accounting, architectural, engineering and construction firms. Our portfolio of software solutions include MyCase (Legal Practice Management Software), CASEpeer (Practice Management for Personal Injury Firms), Docketwise (Immigration & Case Management Software), (Soluno (Legal Accounting), and Woodpecker (Legal Document Automation). Our portfolio of payment solutions include LawPay (Legal), AffiniPay for Associations (Associations), CPACharge (Accounting Professionals), and ClientPay (Architect, Engineer, and Construction). AffiniPay’s products serve over 100,000 users, and we are noted as one of the fastest growing tech companies in Austin, Texas. We are constantly looking for talent to join our team to continue playing a key part in unlocking our potential.Â
Diversity, Equity & Inclusion at AffiniPay
At AffiniPay, we recognize that innovation occurs with a strong team of people who are diverse in background, personality, talent and ideas. Experience comes in many forms and ensuring a diverse and inclusive workplace where we continue to learn from each other is an integral part of our culture. We are committed to creating a welcoming and transparent environment for all that embraces those differences through education, equal access to opportunities and information, inclusionary programs, and community outreach.Â
Benefits that Benefit You!Â
As a people first culture, we believe it is important that our teammates are happy, healthy, and productive. Â In order to best support that, AffiniPay provides award-winning benefits that can make a difference in your life - right now and for the future.
- All employees receive fully covered medical, dental and vision coverage - Choose from our 2 available health plans based on what fits you and/or your family!
- Have some fur babies? - We offer them insurance too!
- RELAX and enjoy your time away!
- Flexible paid time off that starts on your first day
- 11+ paid company holidays
- Paid Sabbatical Leave Program
- We will help you plan for your future - 401K, or RRSP if in Canada, with a company match up to 5%
- Competitive compensation packages that include:
- Mid-year and end-of-year bonus plan that increases with select anniversaries
- Equity options that are granted to all full-time employees
- Health Wellness Program that includes nutrition consultations, mental health apps, and access to discounted memberships
- Have plans to grow your family? - Parental resources, including 16 weeks of paid time off for primary and secondary caregivers
- Professional development opportunities including mentorships, leadership programs and our AffiniPayU courses
- We believe it is important to give back:
- Matching Gift Program for qualified charities up to $1,000 per employee per year
- We also offer a $5,000 quarterly donation to a charity voted on by staff members
- Our AffiniCares team organizes activities focused on donations, volunteerism and supporting the local communities throughout the country
- D&I initiatives provide educational opportunities regarding multicultural issues, tolerance, and celebrating diversity among our entire staff
- An incredible, in-office experience at our headquarters in Austin and San Diego including free lunch delivery 3 days/week, a fully stocked kitchen, and some “sweet”surprises for those afternoon pick-me-ups
- Work Hard/Play Hard -Â We have an Experience Team focused on team and company events and activities throughout the year including summer photo contests, pumpkin patches, Thanksgiving potlucks, holiday celebrations, and more!
Date Posted
03/31/2023
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