Client Success Specialist, Flywire
$65-80k
+ Employee Stock Purchase Plan
Global payments processing
Open for applications
Global payments processing
1001+ employees
Open for applications
$65-80k
+ Employee Stock Purchase Plan
1001+ employees
Company mission
To improve the payment experience for everyone.
Role
Who you are
- 3–5 years of experience in customer success, implementation, or enterprise onboarding in a SaaS environment
- 2–3 years of experience in the hospitality industry, ideally working with hotels, travel technology platforms, or related verticals
- Demonstrated success managing complex customer projects and drive customer outcomes independently
- Strong knowledge of Salesforce and customer success software (e.g., ChurnZero)
- Exceptional communication skills, with the ability to engage audiences ranging from end users to C-level executives
- Strategic thinker with strong analytical and problem-solving skills
- High attention to detail, time management, and organizational skills
- Empathetic, resourceful, and highly collaborative
- Comfortable working in a fast-paced, remote-first environment
What the job involves
- Flywire acquired Sertifi in early 2025 and has aggressive plans to integrate Sertifi into the existing Flywire environment. We need a self-motivated and highly driven Client Success Specialist to work closely with our customers as we upgrade them to the combined system
- The individual will play a critical role in Flywire’s most important project of 2026, ensuring an understanding of specific customer workflows, navigating the customer side updates, maintaining adoption through change, and working closely with the product and development team to ensure all customers needs are met
- This role seamlessly transitions into an ongoing Client Success specialist role in the future
- Oversee customer upgrade projects to the combined system as new features become available. Key responsibilities include managing change, promoting continued or increased adoption, and providing necessary education to ensure strong account health throughout the transition
- Educate clients of the self-service tools and other key features not being used that could benefit the customer and realize additional value
- Use Customer Success Software (ChurnZero) to apply account specific messaging that leads to engagement and positive change
- Collaborate with Enterprise CSM’s to strategize and understand the brand requirements for the upgraded Flywire system
- Host brand or property specific webinars to foster a community of understanding, account growth and overall adoption of Sertifi
- Develop an in-depth knowledge of all Sertifi products and services; maintain product expertise across our platform
- Establish high-level of personal credibility and build strong relationships to improve customer health
- Deliver high-impact training, establish custom workflows, and provide white-glove onboarding via web conferencing
- Collaborate cross-functionally with Sales, Product, Engineering, and Support teams to resolve issues and unlock growth opportunities
- Actively manage customer interactions via Salesforce, ChurnZero, and Zendesk while delivering clear, actionable insights to internal stakeholders
- Target Property Management Groups to partner on designing an adoption and education plan for their portfolio of hotels using Sertifi ensuring strong account health
- Identify opportunities for account growth and work with the account owner to expand/upsell
- Work on ad hoc customer set up and adoption projects as needed
Our take
Flywire is a digital platform that simplifies the paying experience for international transactions. Flywire leverages its vertical-specific software and payments technology to deeply embed within client's existing accounts-receivable workflows.
Flywire was first set up to help international students pay their tuition for American colleges, but has since grown into a global payments enablement and software company. It has processed billions of dollars in payments for clients across the world and secured approval for its major payment institution license, enabling it to operate domestic money transfer and cross-border money transfer services.
Flywire serves clients across education, healthcare, travel, and B2B, including several Ivy League schools, and top US hospital systems. The company appears to be focussed on growth, including by strategic acquisitions and entry into new markets, recently in the Asia Pacific and Australia, as well as further developing its channel partners ecosystem.
Steph
Company Specialist at Welcome to the Jungle
Insights
12% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Mar 2021
$60m
SERIES F
Feb 2020
$120m
SERIES E
Total funding: $323.2m
Company HQ
Downtown Crossing, Boston, MA
Leadership
Mike Massaro
(CEO)Mike joined Flywire as a VP of Business Development in 2012 before becoming CEO in 2013. Prior to this, he spent 6 years at Carrier IQ as a VP of Strategic Accounts & Corporate Development and Advisor.
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