Location

Work from home (Remote) or any of our offices - Atlanta, GA and Dallas, TX

The Company

Founded in June 2017, ConnexPay is the first payments company to seamlessly combine both PayIns and PayOuts into a single global platform that is transforming modern e-commerce. The flexibility of ConnexPay’s technology allows clients to manage all of their B2B payment needs, from acquiring sales, managing fraud, and paying suppliers. ConnexPay’s solutions are applicable across a broad spectrum of corporate payment use cases, including global travel, ticketing, insurance and warranty claims, loyalty and rewards, and media and advertising. The company’s technology reduces payment risk and lowers the cost of payment acceptance. Through our people, ConnexPay is poised to become the industry leader in payments.
 
ConnexPay is proud of our culture, where we focus on employee engagement and customer satisfaction. Here our people feel comfortable voicing their opinions, which helps us build a safe environment for all. We are customer focused and truly believe that behaviors drive our culture — and our culture drives our results — always working as one team to win.

 

The Opportunity

As ConnexPay expands rapidly, we’re looking for a Customer Success Manager to oversee a portfolio of managed client relationships. This position will be accountable for the overall client health of the portfolio and enabling growth opportunities while showcasing the value that ConnexPay delivers. The Customer Success Manager will play a key role in ensuring a seamless and positive experience for clients by managing relationships, optimizing payment solutions and driving customer satisfaction that ultimately led to exceeding our retention and expansion targets. They will act as trusted advisors, proactively addressing client needs, resolving issues and collaborating with internal teams to enhance product adoption and operational efficiency. Reporting to the Head of Customer Success, this role will be responsible for driving key targets within the existing customer base.

Key Responsibilities

  • A "customer first" mindset with the ability and willingness to engage directly with customers.
  • The ability to prioritize and think "big" across a named account list; ability to use data to drive decisions, and the willingness to experiment and iterate.
  • Strong, effective communication and storytelling skills internally and externally; possess deep empathy, humility, and listening skills.
  • An aptitude to thrive in a fast-paced and constantly evolving environment.
  • Ability to flex between strategic initiatives and operational details, focusing on getting stuff done. Not afraid to roll up the sleeves and dig into the operational details.
  • A strategic mindset while being curious and data-driven, deeply focused on operational rigor to drive execution on controllables and utilize leading indicators to generate successful outcomes.
  • Effectively work across functions within our GTM teams and Product org to define and deliver on cross-functional customer metrics.

The successful candidate will have:

  • Demonstrated success in exceeding expectations in retaining (gross retention) and growing customer relationships across a multi-product platform solution.
  • Experience working in payments to improve utilization and usage through product, content, and human engagements.
  • Experience in being a ‘customer champion’ and track record in collaborating with cross functional partners to create a strong feedback loop on the customer's goals, pain points, and desired outcomes are continuously incorporated into the product development process. This alignment will include experience with product analytics to identify customer insights that can be utilized in digital and CSM/CMs engagements to improve product usage.
  • A deep understanding of customer journeys with the ability to identify inflection points that can be leveraged through technology and human engagements to improve usage and expansion. This role will bring insights and expertise to enhance customer experiences and foster expansion into the platform.
  • Successful track record in developing strong external relationships with decision makers and the ability to navigate complex organizational structures.

Qualifications

  • Bachelor’s degree (preferred) or equivalent work experience.
  • 5+ years of experience at a payments or financial services company in a customer-facing role
  • Solid track record of over-achieving retention and cross sell performance metrics.
  • Knowledge of CRM software (HubSpot experience is a plus) and familiarity with sales research tools, such as ZoomInfo and LinkedIn Sales Navigator.
  • Ability to prioritize, manage towards, and exceed KPIs.
  • Ability to follow up on tasks in a predefined timeframe.
  • Highly motivated with a strong desire to learn, develop, and succeed.
  • Exceptional verbal and written communication skills.

Benefits and Perks

ConnexPay offers an attractive compensation package reflecting the scope of the role. Other benefits include:

  • Unlimited PTO: Freedom to take time off with no assigned set number of days.
  • Retirement savings: Immediate entry into 401(k) plan with company match.
  • Excellent benefits: Medical, dental, and vision insurance options, plus company-paid life and AD&D insurance.
  • Flexible work locations: Work from home, an office, or wherever you feel comfortable and productive.
  • Autonomy: You’ll enjoy independence and responsibility for your role.
  • Career advancement: Growth opportunities are endless at our successful, early-stage company.

EEO

ConnexPay is an Equal Opportunity Employer and does not discriminate against any employee or applicant because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

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