Client Success Manager (Northeast Region)
PayIt · Philadelphia ·
- Seniority
- Senior
- Category
- Customer success
- Experience
- 5+ years
PayIt is a fast-growing GovTech company on a mission to modernize how residents interact and transact with government, improving the customer experience and helping our client agencies more efficiently and effectively achieve their missions. Our easy-to-implement platform consolidates government services and payments into one connected experience and enables our clients to drive resident trust, collect revenue quickly, and redeploy their staff to more important challenges. This innovative approach to government service delivery has garnered significant recognition in both the public and private sectors, including our inclusion in the GovTech 100 every year since 2017. PayIt solutions cover services including hunting and fishing licensing, DMV, courts, property tax, utilities, tolling, and more.
Our culture welcomes people who exhibit what we call “PayIt DNA”: High integrity, drive, grit, high aptitude, and team orientation. We are collaborative and passionate about the work we do to improve the lives of our government clients and the end users they serve. We have ambitious scaling goals, and we look for team members who are ready to roll up their sleeves, solve problems, and find new opportunities to win with our clients. And we have a lot of fun together.
What You'll Be Doing:
At PayIt, we're on a mission to be the best partner our clients have ever worked with, and the Client Success team plays a central role. The opportunity to positively impact our clients and their constituents is abundant, so we keep our portfolio sizes small, empowering Client Success Managers to deliver exceptional, consultative engagements. In this role, you will:
Operational Excellence
- Own the success, retention, and growth of a regionally-focused portfolio of government agency clients
- Deeply understand customers' goals, business processes, and use cases, and serve as a trusted advisor on digital government, consulting clients on how to leverage current and future PayIt solutions to improve efficiencies and modernize the citizen experience
Leadership & Team Development
- Work with clients and our internal PayIt Resident Communications team to develop strategies that increase citizen awareness and drive usage of PayIt-powered digital services
- Hold regular Executive Strategy Sessions that document successes and inform mutually defined partnership roadmaps
- Own the renewal process, and strategically grow client footprint through ongoing identification and management of value-driven expansion opportunities
- Collaborate with PayIt Delivery teams to ensure all service projects are aligned with client strategy, requirements, and timelines
- Serve as subject matter expert on the PayIt platform, and enable clients to realize the full value of available features and services
Cross-Functional Partnership
- Act as the voice of the customer and champion feedback to internal Product teams
Compliance & Controls
- Monitor customer health indicators and proactively work with internal PayIt teams to mitigate identified risks
What You'll Need to Have:
PayIt CSMs are proactive, solutions-oriented, and extremely collaborative. We are looking for someone with a strong technical aptitude coupled with a high emotional quotient, capable of quickly building trust with your colleagues and clients alike. In addition, our ideal candidate will have:
- A minimum of 5 years of experience serving as a thought leader, customer advocate, and consultative partner for a portfolio of high-touch customers in a SaaS environment
- GovTech or FinServ background or experience in a complex B2B2C business
- Proven experience managing clients through complex project lifecycles
- The ability to digest multiple data inputs to analyze client health, adoption, and lifetime value to inform account strategy, drive renewals, and identify cross and upsell opportunities
- Experience leading strategic business reviews with senior-level stakeholders
- Prior experience in facilitating end-user training and enabling new technologies
- Prior forecasting, account management/executive, renewal management and/or sales experience, or strong interest in developing these skills
- Familiarity with Project Management and Collaboration Tools (i.e Confluence, Slack, Jira, etc.) Google G-suite and Microsoft Office
- Willingness to travel up to 30 percent of the time; travel varies based on your assessment of client needs.
- Travel will be primarily focused in your regional designation with occasional visits to the Kansas City HQ
Why Work For Us:
- Our mission matters. Your work will make life better for our government agency clients and the millions of residents they serve.
- You’ll do some of the best work of your career here. We tackle complex challenges that are interesting to solve, and you’ll grow a ton working at PayIt
- People are our most important resource. Everyone has a voice. Collaboration is our default setting. And we have fun together.
- We #payitforward with our corporate volunteer program, serving the communities where we work and live.
- Competitive salaries, excellent benefits, flexible working arrangements, and all the resources you will need to do your best work.
What We Care About:
We hire high-aptitude, high-integrity people who are great communicators and want to be part of a growing team.
A Note About AI at PayIt
We love AI. We use it every day and encourage our team to find creative, effective ways to put it to work. If you join PayIt, you'll bring the same enthusiasm for exploring how AI can amplify impact, productivity, and innovation. During the interview process, though, we want to hear from you, not a model. Our goal is to understand how you actually think, solve problems, and communicate, so we ask that your live conversations and assessment responses be your own work.
Commitment to Equal Opportunity
PayIt is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law.
PayIt is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an email to the People Operations Team and let us know the nature of your request and your contact information.
NOTE: U.S. Citizens and all those authorized to work for any employer in the U.S. are encouraged to apply. We are unable to provide sponsorship in the United States at this time. PayIt participates in E-Verify. To learn more, click here. Canadian Citizens and those authorized to work in Canada without sponsorship are also encouraged to apply.
To all recruitment agencies: PayIt does not accept agency resumes. Please do not forward resumes to our careers’ alias, PayIt employees or any other company location. PayIt is not responsible for any fees related to unsolicited resumes.
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Within the parameters of this position, ensure the confidentiality, integrity, and availability, and exercise due care of, company, client, and citizen data that is stored, processed, and transmitted by and for PayIt, as outlined in PayIt’s Business Code of Conduct and Information Security Policies.