Customer Success Manager

Paidiem's secure, cloud based platform can enhance or replace businesses' current processes, to easily provide instant payments (Earned Wage Access) and workforce payroll funding; inclusive of contractors, independents and suppliers.

Customers leverage Paidiem to attract, retain and redeploy top talent with our modern payment technology to scale your business, while we automate payments and reporting custom to your preferences.

Do you enjoy working in an entrepreneurial environment, doing something interesting that helps people, working with a diverse group of coworkers and customers and always bringing your unique perspective to your work every day? Paidiem is the right opportunity for you.

As a Customer Success Manager, you will be responsible for ensuring customer satisfaction and success with the Paidiem platform while driving value and contributing to revenue growth. You will play a crucial role in promoting product adoption, identifying upsell opportunities, and ensuring our customers achieve their goals with our solution. This role requires a proactive approach to client engagement, product adoption, and risk management. If you are passionate about customer success, have a flair for technology, and thrive in a dynamic environment, this role is for you!

Key Responsibilities:

Client Onboarding:

• Lead the onboarding process for new customers, ensuring a smooth transition to the Paidiem platform.

• Collect required KYC/AML (Know Your Customer/Anti-Money Laundering) information to onboard business clients.

• Validate necessary information for both the business client and their workers to ensure compliance and proper setup.

Client Satisfaction &  Enablement:

• Serve as a trusted advisor, ensuring customers are leveraging the Paidiem platform effectively and finding value in our services.

• Act as the primary point of contact for all customer account inquiries and concerns, resolving issues promptly and effectively.

• Conduct regular customer success reports to monitor product utilization, ensure customer goals are met, and identify areas for improvement.

• Gather and analyze customer feedback to identify trends, and provide insights to internal teams to drive product enhancements and improvements.

• Collaborate closely with clients to understand their unique needs and provide tailored training and enablement.

• Ensure customers are fully equipped to utilize Paidiem’s software to its fullest potential, facilitating seamless adoption.

Account Management:

• Manage communications with existing clients

• Manage contract renewals and maintain ongoing relationships with clients to ensure their continued success and loyalty.

Technical Skills:

• Familiarity with HubSpot or other CRM platforms is a plus.

• Ability to quickly learn and articulate Paidiem’s platform and related technologies.

Additional Skills:

• Proven ability to foster collaboration across departments and act as a liaison between customers and internal teams.

• Strong sense of accountability and ownership over team success and product quality.

• Highly motivated, self-confident, and driven to achieve exceptional results.

• Resourceful and creative in identifying opportunities and driving customer value.

• Experience working in the fast-paced environment of a successful startup.

• Self-starter with a positive “can-do” attitude.

• Service-oriented approach to building and maintaining positive relationships with internal and external stakeholders.

Metrics for Success:

• Monitoring customer health scores, Net Promoter Score (NPS), churn rates, upsell opportunities, and customer satisfaction levels to evaluate your performance and success in the role.

Qualifications:

• Bachelor’s degree or equivalent experience.

• Minimum of 3+ years of proven success in customer management within a SaaS-based environment.

• Experience in managing and growing customers within an assigned territory or book of business, with a track record of identifying upsell opportunities.

• Strong listening and deduction skills, with the ability to identify potential obstacles or opportunities in customer interactions.

• Excellent time management skills and the ability to manage a busy calendar, with regular customer check-ins (quarterly).