Customer Success Manager, Merchant Services

Employment Type: Regular Full-Time

About Versapay 🚀

For growing businesses that need to accomplish less with more, Versapay’s Accounts Receivable Efficiency Suite simplifies the invoice-to-cash process by automating invoicing, facilitating B2B payments, and streamlining cash application with AI. Versapay integrates natively with top ERPs, while allowing businesses to collect with a self-serve payment portal and collaborate with customers and teammates to resolve what automation alone can’t.

Owned by Great Hill Partners, Versapay’s employee base spans the U.S. and Canada with offices in Atlanta and Miami. With 10,000 customers and 5M+ companies transacting, Versapay facilitates 110M+ transactions and $170B+ in payments volume annually.

Think you might be the next Veep to join? Read on!!

Our Values ⭐️

• We obsess over our customers.
• We help each other.
• We embrace diversity.
• We find better ways.
• We get things done.
• We own it.

Position Overview

As a Customer Success Manager for our Merchant Services team at Versapay, you will manage long-term relationships by becoming our customers' trusted Versapay advisor. Reporting to our Vice President of Customer Success, you will join a fast-growing team to scale the world-class experience our customers have come to love. In this role, you will build strong relationships with our customers, develop a deep understanding of their business, and explore ways that Versapay products can support their objectives. You’ll also leverage a growing expertise of the entire ERP system to anticipate and resolve problems.

Responsibilities

• Own the customer lifecycle: Seamlessly transition Enterprise customers from their onboarding journey, focusing on long-term adoption and success, and growing the installed base revenue number. Run and maintain training and enablement sessions, regular cadence calls and Executive Business Reviews (EBR's) with customers.
• Drive growth and retention: Build and maintain Strategic Account Plans in collaboration with your customers, including retention and growth strategies. Create shared KPIs that are reviewed, mapped, and measured.
• Advocate for the customer: Interact with sales, professional services, and product team members on projects to connect client wishes to the larger business strategy. Effectively represent your customers in driving product development for new integrations and features.
• Resolve customer problems: Maintain visibility into customer issues and requests in partnership with our Customer Care team, ensuring customers are updated regularly. Act as point of escalation for high severity requests and work cross-functionally to drive resolution.
• Propose improvements: Coordinate with other teams across our organization to propose scalable improvements to our customer journey. Identify problems that affect multiple clients and forecast what those trends mean for future churn.

Requirements

• 5+ years’ experience in a SaaS based Customer Success role.
• Background in Merchant Services with experience in a payment Acquirer, Payfac, and/or ISO environment.
• Bachelors Degree in Business, Marketing, Communications, Economics, or related field.
• Customer Obsession: Resolute focus on the needs of the customer above all. Views problems through the customer’s lens first, basing decisions and prioritization around their needs. Asks curious questions to understand the 'why' behind customer needs and the impact to their business.
• Agility: Highly adaptive in t...