Client Success Manager

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

• 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

Payabli is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Principals only. No external agency submissions. Candidates must apply directly; We will not accept submissions from third-party recruiters or staffing agencies.

Payabli is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.