Homeoffice Customer Success Manager en Payabli

Payabli's mission is to enable any software company to become a payments company through our payment infrastructure and monetization platform. With Payabli, software companies can make payments a core part of their business model to drive revenue, enhance customer lifetime value, and boost enterprise value.Founded by serial entrepreneurs who built and scaled successful technology companies like RevoPay (Acquired), Seamless.com (IPO), and ServiceTitan, we're backed by top venture capital investors including Fika Ventures, Bling Capital, and TTV Capital.The Role:As a Client Success Manager at Payabli, you are the north star for our partners—their trusted advisor and advocate as they navigate their payments journey post-integration. You'll serve as the single source of truth, guiding partners to measurable success while ensuring they maximize the value of Payabli's platform.This is a strategic, relationship-driven role where you'll own a portfolio of partner accounts, acting as the bridge between their business objectives and our cross-functional teams. Whether working with banking partners, HOA management platforms, vertical SaaS companies, or other specialized industries, you'll become the subject matter expert who understands their unique challenges and opportunities.You'll proactively drive adoption, identify growth opportunities, mitigate risks, and ensure that every partner relationship is set up for long-term success. This isn't just account management—it's strategic partnership at scale.

Strategic Partner Management

Own the post-integration experience for a portfolio of partner accounts, serving as their primary point of contact and trusted advisor

Build deep, consultative relationships with key stakeholders including executives, product leaders, and technical teams

Develop customized success plans that align partner business objectives with Payabli's capabilities and roadmap

Act as the voice of the partner internally, ensuring their needs are understood and prioritized across Product, Engineering, Sales, and Operations teams

Partner Enablement & Adoption

Drive platform adoption by coordinating training, feature rollouts, and strategic touchpoints tailored to each partner's needs

Conduct regular business reviews to assess performance, review key metrics, and identify optimization opportunities

Proactively monitor partner health indicators and intervene early to address concerns or remove blockers

Educate partners on industry best practices, compliance requirements, and emerging payment trends relevant to their vertical

Growth & Retention

Identify and execute expansion opportunities including upsells, cross-sells, and new use cases that align with partner goals

Ensure high retention rates by delivering measurable outcomes, maintaining partner satisfaction, and mitigating churn risk

Develop and execute strategies to increase transaction volume, merchant acquisition, and revenue generation for partners

Collaborate with Sales to support contract renewals and identify opportunities for deeper partnership engagement

Problem Resolution & Advocacy

Own issue resolution from intake through resolution, coordinating with Support, Engineering, and Operations as needed

Manage escalations with urgency and transparency, keeping partners informed throughout the resolution process

Synthesize partner feedback and pain points to inform product roadmap decisions and service improvements

Navigate complex situations including underwriting challenges, funding discrepancies, and integration issues with confidence and composure

Data-Driven Decision Making

Track and analyze key performance indicators including partner health scores, processing volumes, approval rates, and merchant concentration

Provide regular reporting to partners and internal stakeholders on account performance, risks, and opportunities

Use data insights to make strategic recommendations and drive continuous improvement in partner outcomes

Maintain accurate records in CRM systems to ensure visibility and collaboration across teams

Required Experience & Skills

3-5+ years of experience in Client Success, Account Management, or Strategic Partnership roles, preferably in payments, fintech, or SaaS

Proven track record of managing high-value accounts with measurable retention and growth outcomes

Strong understanding of payment processing fundamentals, merchant services, and fintech ecosystems

Exceptional relationship-building skills with the ability to influence and collaborate with executive-level stakeholders

Outstanding communication skills—both written and verbal—with the ability to simplify complex technical concepts

Strong analytical and problem-solving abilities with a data-driven approach to decision-making

Proficiency with CRM platforms, customer success tools, Excel, and business intelligence software

Self-starter mentality with the ability to work independently, manage competing priorities, and thrive in a fast-paced environment

Nice to Have

Experience working with vertical SaaS platforms or understanding of specific industry verticals (banking, property management, healthcare, etc.)

Technical aptitude with APIs, integrations, or software implementation

Experience with customer success platforms like Gainsight or ChurnZero

Knowledge of payment compliance, underwriting processes, or risk management

Background in consulting, strategic operations, or business development

Who You Are

A Problem Solver: You love "running to the fire" and view challenges as opportunities to add value

Customer-Obsessed: You genuinely care about your partners' success and go above and beyond to earn their trust

Proactive & Resourceful: You don't wait for problems to escalate—you anticipate needs and take action

Collaborative: You work seamlessly across teams and know how to rally resources to achieve partner outcomes

Detail-Oriented: You understand that "little things count" and sweat the small stuff to deliver exceptional experiences

Growth-Minded: You're eager to learn, adapt quickly, and continuously improve your craft

Why Join Payabli? We're a values-driven company that cares deeply about our team, partners, and customers. Our north star values guide everything we do:

Team First: We invest in our people to foster a vibrant culture where we all love coming to work every day

Customer Love: We go above and beyond to woo customers so they write us love letters

Run to the Fire: We embrace difficult situations and lean in when confronted with adversity

Bias for Action: We operate with urgency and don't leave for tomorrow what can be done today

Little Things Count: We differentiate ourselves by focusing on thoughtful details

Truth Seekers: We seek truth above pride and ego, holding each other accountable with respect

What We Offer

Competitive base salary with strong performance-based upside potential

Stock options with the potential to unlock more equity as we grow

Flexible PTO and paid parental leave

Comprehensive medical, dental, and vision insurance401K with company match, HSA, and pre-tax savings programs

Monthly education fund to invest in your professional development and passion goals

Fully remote work environment with a collaborative, supportive team culture

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