Client Success Manager

Who We Are  

FlexPay is the first to market and global leader in failed payment recovery. Our outstanding success is built upon a solid foundation of exceptional culture, adherence to our values, and an innovative AI-driven approach to solving this trillion-dollar problem.  Our leading Payment Authorization Management solution helps subscription businesses accelerate revenue and profit growth by recovering failed payments, which is the single largest cause of customer churn.  

 
We’re a maturing, institution-backed Fintech SaaS, solving one of the biggest problems faced by merchants. The veteran management team of serial entrepreneurs is supported by a board filled with industry leaders. Our ambition is to redefine payments and in doing so become more than just the next great unicorn, but to become a key element of the infrastructure that makes our world’s economy hum.  

What The Role Looks Like 

As a Client Success Manager, you will work closely with the Vice President of Client Care to respond to the needs of our growing client base. Not only will you be responsible for the onboarding and training of new clients, but you will also be setting the foundation for a long-term, on-going relationship in which you are the go-to resource for our clients.

A day in the life of this position includes; 

• Understanding clients need and wants and working with the product development team to ensure we can respond to those needs in a timely and efficient manner. 

• Managing internal and external stakeholders. 

• Supporting the FlexPay Sales Team in the technical and business operational requirements for new prospective customers. 

• Proactively working with individual clients to highlight FlexPay’s value. 

• Educating and supporting clients on best practices, and the use and benefit of our products and services. 

• Empathizing with every aspect of the client experience, putting clients’ needs first. 

• Developing Client Success assets and methods and working with product marketing to create new or refine existing onboarding materials. 

• Driving client advocacy, through references, case studies, and referrals. 

• Owning client retention and influencing growth of client lifetime value. 

• Interacting and working with the Client Support Management team to develop a complete and integrated client experience. 

• Prioritizing and funneling client feedback to the Product Management team to optimize the user experience. 

• Partnering closely with other cross-functional team members to translate business needs and product requirements into new solutions for clients. 

• Managing the outsourced onboarding agency in getting FlexPay and the various CRMs setup for our clients. 

Who We’re Looking For  

 You thrive on client success, you go out of your way to make sure your clients are happy and supported, and you are dedicated to the growth and development of an exciting new product.  You’re the type of person who loves autonomy and the freedom to manage your time how you see fit.  FlexPay is a small and dynamic team, and this is your opportunity to get in on the ground floor and help us develop our client support strategy.  You’re always learning because you’re genuinely curious and always looking to grow.  

What We’re Looking For 

• A Bachelor’s degree or equivalent. 

• 3-5 years’ experience in relationship management, customer success or account management within payment processing or SaaS. 

• Experience in the payment processing or merchant banking environment dealing with large corporate accounts preferred but not required. 

• Experience preparing and presenting client facing reports and presentations including Quarterly Business Reviews.  

• Strong financial mindset, comfortable with numbers and interpreting and analyzing data. 

• A self-starter driven by success with attention to detail. 

• A solid understanding of business performance metrics, and a willingness to embrace data. 

• Intermediate level Excel experience (able to manipulate data, combine multiple datasets into a single source). 

• Experience utilizing various CRM’s. 

• An excellent communicator with the ability to sell and convince. 

• An adaptive learner who always strives for challenges. 

• Outside of the box thinking, someone who is not afraid to ask questions and look for new/different solutions. 
• Ability to work within standard EST operating hours. 

 
What We Offer  

We’re a quickly growing global company committed to building a team filled with diverse cultures, viewpoints, and experiences. As they say, variety is the spice of life. No matter how large we become, we will always be connected through our shared send of community and slightly quirky personalities.  

Our vibrant culture is filled with talented, creative, deeply curious, high achievers. We believe in and invest in our people because we know they are the secret to our success. We are happy to extend the following benefits to our employees:  

• Unlimited paid time off 

• 100% remote work 

• Flexible hours 

• Comprehensive health benefits package effective from day one 

• Support for continuous learning and development  

FlexPay is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability or any other characteristic protected by law. Accommodation is available upon request for applicants with disabilities.