Customer Success Manager, Payactiv
$80-95k
+ Additional commission based on performance of accounts
Office located in Rochester NY
Secure tools to reduce employee financial stress
Job no longer available
Secure tools to reduce employee financial stress
201-500 employees
Job no longer available
$80-95k
+ Additional commission based on performance of accounts
Office located in Rochester NY
201-500 employees
Company mission
To empower lower-income American workers with dignity.
Role
Who you are
- Proven track record of successful customer service/relations skills
- Experience managing/ growing/ retaining clients with 5K+ employees
- Proven work experience of 3-5 years as a CSM in the B2B or B2B2C SAAS/fintech industry
- Experience working in Human Resources / Employer a plus
- Strong problem-solving and negotiation skills
- Ability to manage multiple tasks/projects and deadlines simultaneously
- Ability to identify and resolve exceptions and interpret data
- Understanding of communication and marketing strategies
- Demonstrable ability to communicate (written and verbal), present, and influence customer stakeholders including C-level
- Strong presentation, interpersonal, verbal, and written communication skills
- Understanding of performance metrics or KPIs
- Bachelor’s degree, or equivalent work experience
What the job involves
- As a Payactiv Customer Success Manager, you will be developing strong relationships with enterprise employer customers, working with operational staff, the activation team, and key business executives, and driving the adoption of our products
- This role is responsible to ensure customer satisfaction through exemplary service, being a product expert, and delivering value to the customer
- This role will retain employers/customers and also identify and close new growth opportunities with them
- Account management from kickoff, activation, launch, account planning, and through the customers' life cycle
- Manage a book of business with a portfolio of employer customers
- The main point of contact for all employer customer account management matters
- Be the product expert and provide product usage training/guidance
- Develop trusted advisor relationships with customer stakeholders and executives
- Deliver Quarterly Account Reviews to customers
- Collaborate with internal teams including activation, Support, finance, and Product to ensure the highest customer satisfaction
- Retain customers through proactive risk identification and mitigation
- Identify, forecast, and develop new growth opportunities (referrals, product up-sell / cross-sell, and expansion to other divisions/locations/regions) with existing customers
- Be the orchestrator during customer escalations ensuring a speedy resolution
- Deliver and exceed on performance metrics (KPIs) defined for this role
- Facilitate customer feedback and work with the product team to enhance/innovate product
- Analyze data through reports and trends, leverage it to drive actions with customers
- Deliver and articulate value to customers through QBR and other methods
Our take
PayActiv provides earned wage access (EWA) technology that allows employees to access wages they have already earned before pyday, reducing reliance on overdrafts and short-term loans. The service integrates with most payroll and HCM systems and is paired with a financial wellness app offering tools for budgeting, savings, and money management.
Already, the playform has been adopted by major employers including Walmart, Pizza Hut, Subway, and Uber. Earned wage access has become an increasingly common employee benefit among large organizations such as Amazon and MCDonald's, reflecting broader demand for financial flexibility in the workforce.
Recently, PayActive has expanded beyond a standalone EWA app model with the launch of Access-as-a-Service, an API-driven infrastructure that allows Fortune 100 employers, HCM providers, and enterprise platform to embed EWA and financial wellness tools directly into their own systems under their own brand.
The company has also strengthened its market position through a $100M Series C funding round and the rollout of Visa+, allowing real-time wage disbursements to digital wallets such as PayPal and Venmo without requiring employees to share bank details. Now, PayActive reports serving millions of employees across thousands of businesses, putting its in a leading position in the evolving earned wage macess market.
Steph
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Aug 2020
$100m
SERIES C
Oct 2018
$20m
SERIES B
Total funding: $133.9m
Company HQ
Alviso, San Jose, CA
Leadership
Safwan Shah
(Co-Founder & CEO)They started their career at Bioserve Space Technologies, Fourth Wave, and Infonox for 19 years, before working as a TSYS Group Executive and President of Infonox. They co-founded Payactiv in August 2012, while working as an Advisor and Board Member.
Sohail Aslam
(Co-Founder & CTO)Having studied at San Jose State University, they worked with Safwan at Infonox before joining Microsoft as a Senior Engineer. They worked at Canfield Scientific before co-founding Stookle in 2008, and Payactiv in 2012.
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