Manager of Client Success

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.
FlexPay 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.
We're a dynamic, welcoming company that strives to hire the best and brightest people.
If you are looking for a place to invest your passion, then keep reading!

What The Role Looks Like

The Client Success Manager will play a critical role in ensuring our clients achieve their desired outcomes while also leading and mentoring the Customer Success team.
This role will oversee key accounts, optimize CS processes, drive retention, and collaborate cross-functionally to align client success initiatives with company objectives.

A day in the life of this position includes:

Leadership and Team Management

• Overseeing, coaching, and mentoring the Client Success team to ensure they meet performance objectives and deliver exceptional service.
  Conducting regular 1:
  1s, performance reviews, and career development discussions with team members.
  
• Building and sustaining an inclusive, collaborative, and high-performance team culture.
  
• Sharing best practices, frameworks, and insights to improve consistency and efficiency across the team.
  

Client Management and Success

• Serving as an escalation point for client-related issues and questions from Customer Success Managers, ensuring timely resolution.
  
• Acting as the expert in delivery and preservation of the FlexPay value message within all key accounts.
  
• Participating in client calls and internal strategy meetings with other Client Success team members to ensure alignment and support.
  
• Owning a book of key enterprise accounts, focusing on retention, satisfaction, and growth, understanding their business objectives and aligning solutions to meet their needs.
  Facilitating and overseeing the onboarding process for enterprise clients, ensuring a seamless experience.
  
• Leading the execution of Quarterly Business Reviews and executive-level client presentations to demonstrate value.
  
• Proactively identifying risks and opportunities within accounts, driving strategies to mitigate churn and expand client relationships.
  
• Monitoring and proactively addressing client health metrics, churn risks, and engagement trends.
  

Process Optimization and Scalability

• Identifying areas for process improvement and owning the resolution of inefficiencies across the Client Success function.
  
• Leading the design and implementation of standardized workflows, templates, and playbooks for consistency and scalability.
  
• Leverage Client Success tools and systems to automate low-value tasks and enhance team productivity.
  
• Optimizing tools and systems (e.
  g.
  , CRM, CS platforms) to improve efficiency and visibility of customer success metrics.
  

Cross-Functional Collaboration

• Championing the voice of the customer internally by collecting and relaying feedback to product and leadership teams.
  
• Partnering with Sales to ensure smooth account transitions, align on upsell strategies, and drive growth opportunities.
  
• Collaborating with Product Management to prioritize customer feature requests and communicate product feedback effectively.
  
• Working with Marketing to develop customer success stories, advocacy programs, and educational content.
  
• Aligning with Support and Enablement teams to ensure seamless client onboarding and ongoing support.
  

Data-Driven Strategy and Reporting

• Developing and maintaining Client Success dashboards to monitor team performance, client health, and key success metrics.
  
• Analyzing customer churn, trends, and feedback to inform proactive strategies for retention and growth.
  
• Providing actionable insights to leadership on customer success performance and opportunities for improvement.
  

Customer Advocacy and Thought Leadership

• Building strong executive relationships with key accounts to increase customer loyalty and advocacy.
  
• Leading and monitoring customer advocacy efforts, including testimonials, case studies, and customer advisory boards.
  Driving the creation of customer advocacy programs, including case studies, testimonials, and referral incentives.
  
• Representing FlexPay at industry events, webinars, and customer forums as a thought leader in customer success.
  

What We're Looking For

• 5+ years of experience in Customer Success, Account Management, or a related client-facing role.
  
• 2+ years of leadership experience, coaching and mentoring team members.
  
• Proven success in driving customer retention, expansion, and satisfaction.
  
• Experience managing enterprise-level accounts and delivering on business objectives.
  
• Excellent communication, presentation, and relationship-building skills.
  
• Strong analytical skills with experience using CS tools, dashboards, and metrics to inform strategy.
  
• Proficiency with CS platforms (e.
  g.
  , Gainsight, Totango) and CRM tools (e.
  g.
  , Salesforce).
  
• Ability to collaborate effectively across teams and influence without direct authority.
  
• Passion for customer success, innovation, and building scalable processes.
  
• Ability to travel as needed throughout Canada and US (one per month at most)
• Ability to work standard Eastern business 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 sense 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 employ.