Customer Success Manager, Merchant Services

About Versapay 🚀

Versapay turns accounts receivable (AR) into a competitive advantage.

Inefficient AR processes slow cash flow and stall growth. Versapay removes friction, unlocks working capital, and accelerates momentum — giving finance leaders the clarity and control they need to drive business forward.

Versapay automates accounts receivable, removing barriers to collecting and reconciling B2B payments. Our solutions connect finance teams, customers, and business systems in one ecosystem to ensure cash flow clarity. With over 10,000 customers and 5M+ companies transacting on the platform, Versapay processes over 110M transactions and $257B annually.

Think you might be the next Veep to join? Read on!!

Here’s how you’ll make a huge impact here – and on your career:

As a Customer Success Manager for our Merchant Services team at Versapay, you will manage long-term relationships across a book of business by becoming our customers' trusted Versapay advisor. In this role, you will build strong relationships with our customers, develop a deep understanding of their business, and explore ways that Versapay products can support their objectives.

You’ll also leverage the growing expertise of the entire ERP system to anticipate and resolve problems that allow a customer to grow with us. To accomplish this, you’ll need 5+ years of experience in a customer success role and customer sales role in a SaaS based company, as well as B2B merchant services experience.

What you'll do::
• Own the customer lifecycle: Seamlessly transition customers from their onboarding journey, focusing on long-term adoption and success, and growing the installed base revenue number. Facilitate training and enablement sessions, regular cadence calls and Executive Business Reviews (EBR's) with customers.

• Drive growth and retention: Build and maintain Strategic Account Plans in collaboration with your customers, including retention and growth strategies. Create shared KPI's that are reviewed, mapped, and measured.

• Advocate for the customer: Interact with sales, professional services, and product team members on projects to connect client wishes to the larger business strategy. Effectively represent your customers in driving product development for new integrations and features.

• Resolve customer problems: Maintain visibility into customer issues and requests in partnership with our Customer Care team, ensuring customers are updated regularly. Act as a point of escalation for high-severity requests and work cross-functionally to drive resolution.

• Apply payment-processing expertise to drive outcomes: Advise on acceptance flows and integrations, collaborate on pricing/interchange questions, and partner with Risk/Underwriting, disputes/chargebacks, and PCI/security requirements. 

• Propose improvements: Coordinate with other teams across our organization to propose scalable improvements to our customer journey. Identify problems that affect multiple clients and forecast what those trends mean for future attrition.

What you'll bring to the team::
• 5+ years’ experience in a SaaS based Customer Success role with renewal and expansion responsibility; history of overachieving company goals.

• Payments expertise: Strong merchant services/payment processing background with the ability to navigate gateway/processor/acquirer/payfac/ISO models with a deep understanding of disputes/chargebacks, settlement/funding,

• Bachelor's Degree or equivalent experience in Business, Marketing, Communications, Economics, or related field.

• Proven experience advising customers’ CFOs and AR/Cash Application leaders; strong executive presence and communication.

• pricing/interchange, underwriting/risk, and reconciliation.

• Customer Obsession: Resolute focus on the needs of the customer above all. Views problems through the customer’s lens first, basing decisions and prioritization around their needs. Asks curious questions to understand the 'why' behind customer needs and the impact on their business.

• Agility: Highly adaptive in the face of ambiguous and complex problems, taking a flexible and resourceful approach to new challenges. Able to seamlessly alternate between various tasks and roll with the punches when things change.

• Follow-through: High motivation, bias to action and strong prioritization. Can work proactively and independently to bring all assigned work to completion with speed and accuracy.

• Empathy: Able to relate to others with a different view or experience. Quickly keys into the needs of customers or collaborators, demonstrating sensitivity in responding to challenges.

• Collaboration: Assertive with humility, demonstrates an ability to lead change positively. Maintain high standards for verbal and written communication, and is always professional under pressure.

• Analytical thinking: Leverages experience and expertise to quickly identify and comprehend complex problems. Adept at understanding how technical things work and walking someone else through the details. Data-driven mindset, utilizing objective measures to assess success and improvement opportunities for customers.

Preferred/Nice to have:
• Experience supporting customers with ERP-integrated AR and payments workflows; familiarity with NetSuite, Sage Intacct, or Microsoft Dynamics is a plus.

• Knowledge of payments optimization trends and tactics that impact a customer’s cost of service (e.g., CEDP, Level 3 processing, surcharging, and other optimization solutions).

• Experience partnering with internal teams such as Product, Finance, Underwriting, Risk, and Legal to resolve complex, regulated, or risk-sensitive customer scenarios.

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We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.