Client Success Manager (Mid-Market and SMB) (Employers / HR Focus) Location: Las Vegas, NV Who we are…
We are Payactiv, a FinTech company in the heart of Silicon Valley, devoted to giving workers access to their earned wages when they need them. Payactiv is the pioneer and industry leader in Earned Wage Access. We are the only Certified B Corporation and Public Benefit Corporation in our industry. Our app provides millions with financial services that help them avoid debt, manage their finances, and regain flexibility to pay for things on their own schedule. What you will do… As a Client Success Manager (CSM) at Payactiv, you will serve as a strategic partner to employer clients, ensuring they realize maximum value from our solutions. You will manage a portfolio of accounts post-onboarding, driving product adoption, customer satisfaction, retention, and growth. This role requires a strong combination of relationship management, data-driven decision-making, and cross-functional collaboration to deliver measurable outcomes and long-term client success. Key Responsibilities: Account Management & Customer Relationships
- Own and manage a portfolio of employer client accounts throughout the customer lifecycle post-onboarding
- Serve as the primary point of contact for all account-related matters
- Build and maintain strong, trusted relationships with HR teams, key stakeholders, and executives
- Build and execute detailed Account Plan for assigned clients.
Customer Success & Value Delivery
- Drive product adoption and ensure clients achieve desired outcomes from Payactiv solutions
- Deliver impactful Quarterly Business Reviews (QBRs) and ongoing value-based engagements
- Act as a product expert, providing guidance, training, and best practices
- Retention & Risk Management
- Proactively monitor customer health and identify risks to retention
- Develop and execute mitigation plans to address potential churn
- Act as the escalation point when needed, ensuring timely and effective issue resolution
Growth & Expansion
- Identify and drive expansion opportunities, including upsell, cross-sell, and account growth
- Partner with internal teams to develop and execute account growth strategies
- Maintain visibility into opportunities and contribute to forecasting efforts
Cross-Functional Collaboration
- Work closely with Activation/Onboarding, Support, Product, Finance, and Sales teams to ensure a seamless customer experience
- Advocate for customer needs and provide feedback to influence product improvements
- Ensure smooth handoffs and alignment across teams throughout the customer lifecycle
Data & Insights
- Leverage data, reports, and trends to inform account strategy and customer engagement
- Track and report on key performance metrics, including adoption, retention, and satisfaction
- Use insights to proactively drive customer actions and demonstrate value
What you need:
- Bachelor’s degree or equivalent work experience
- 4–6 years of experience in Customer Success, Account Management, or related roles in B2B or B2B2C SaaS/fintech
- Experience working with HR / employer-based clients preferred
- Experience in managing 75+ accounts book of business in a high volume of clients
- Proven ability to manage a portfolio of accounts and drive customer outcomes
- Strong problem-solving, analytical, and organizational skills
- Excellent communication and presentation skills, with the ability to influence stakeholders at all levels, including executives
- Ability to manage multiple priorities and deadlines in a fast-paced environment
- Experience with CRM and customer success tools (e.g., Salesforce)
- Strong understanding of customer success metrics (retention, adoption, NRR, CSAT/NPS)
- AI-enabled mindset and familiarity with leveraging AI tools to enhance customer engagement, insights, and operational efficiency
What we offer:
- Company Sponsored Health, Dental and Vision insurance
- 401K, traditional and Roth with employer match
- Tuition Assistance or Tuition Reimbursement
- Monthly Gym Reimbursement
- Paid time off to volunteer
- Paid Family Leave (California)
- Unlimited Paid Time Off
- Complimentary office lunches
- Opportunity to grow
- Opportunity to work with a great team committed to making a difference.
- Salary Range: $70K to $90K plus Commission
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