**Must have Fintech/Payments experience**

We are looking for a Senior Customer Success Manager, with direct experience in the fintech/payments space, who will lead our Partner Success team and build on our competitive strength of providing outstanding service to our vertical software partners and their merchants. The candidate will lead the day-to-day management of relationships with all of our partners and be responsible for ensuring the success of their payments business. The Senior Customer Success Manager’s responsibilities include supporting partners as they transition from sales prospects through integration and launch, responding in near-real-time to ad hoc requests, managing regular check-ins to set goals and gather feedback, owning and continually optimizing merchant onboarding, and driving merchant adoption. Ultimately, you will work directly with Partners to help solve their problems and ensure the success of their payments business. You will also manage a team of talented, experienced payments professionals and work collaboratively across functions to champion our partners' needs and deliver world-class service.

Responsibilities

• Build relationships with our partners such that they trust you understand their unique business needs and will find solutions to their payments-related needs.
• Lead partner onboarding, coordinating our engineering team and resources with those of our partners to ensure alignment leading up to go-live.
• Work with our partners to tailor a payments go-to-market plan for their merchants. This can include sales training, coordinating marketing, assisting with pricing strategy, providing merchant statement analysis, and identifying target ramp goals.
• Ensure partner support inquiries are answered within SLAs across contact channels, including shared Slack channels.
• Manage and continually optimize our merchant onboarding process. This includes monitoring time in status to spot any potential issues and working with our processing partners to resolve ASAP. It also includes continually finding opportunities to further streamline and automate the process to promote a better customer experience and more scalable operations.
• Work closely with Product and Engineering teams to prioritize requests from our partners and their merchants, as well as to continue to improve our processes and internal tools.
• Lead a team of highly skilled payments professionals to continue to deliver exceptional service to our partners. Build out internal resources to document processes and policies, enable scalable employee onboarding, and provide ongoing leadership and career development to team members.
• Build and continuously improve operational KPIs to ensure the efficient and effective management of the business.
• Build customer-facing resources and FAQs to advance scalable service of common issues and questions

Requirements

• Proven track record leading a Customer Success team at a payments company serving vertical SaaS/ISV partners
• Exceptional ability to communicate verbally and in writing and foster positive business relationships
• Accountability, personal organization, and attention to detail are essential
• Experience building and continually improving operational processes
• Experience leading and motivating a diverse group of skilled payments professionals

Benefits

• 100% covered Health Care Plan (Medical, Dental & Vision)
• Flexible/Unlimited Paid Time Off (Vacation, Sick & Public Holidays)
• Stock Option Plan
• At PayEngine, we carefully consider a wide range of compensation factors to determine your personal top of market. We rely on market indicators to determine compensation and consider your specific job family, background, skills, and experience to get it right. These considerations can cause your compensation to vary and will also be dependent on your location.
  The overall market range for this role is typically $130,000 - $150,000