Customer Success Manager

At Alternative Payments, we are transforming the way service-based companies handle payments. Our innovative platform automates the entire accounts receivable process, helping businesses save time, reduce costs, and scale with confidence.

We are building a global team that values innovation, impact, and collaboration. As part of a scaling FinTech company, every person on our team has the opportunity to shape our future, influence our products, and make a real difference for our customers.

What We’re Looking For

We’re seeking a Customer Success Manager to join our Customer Experience Team and help us deliver exceptional client outcomes while building a scalable, high-impact customer success function.

This role is ideal for someone who thrives on client engagement, operational ownership, and cross-functional collaboration — and wants to take a hands-on role in shaping strategy, driving retention and expansion, and mentoring future teammates as we scale.

This is a hybrid role available to candidates who are eligible to work in Canada and located in the GTA, with in-office requirements to be downtown Toronto from Monday - Wednesday.

What You’ll Do

• Lead and execute on the full customer lifecycle — from onboarding to renewal — ensuring customers realize value quickly and consistently.

• Collaborate cross-functionally with Sales, Product, and Engineering to deliver solutions, advocate for customer needs, and optimize the customer journey.

• Take ownership of a portfolio of accounts, building trusted advisor relationships with key stakeholders and executive sponsors.

• Proactively monitor customer health metrics, identify risk signals, and create action plans to drive retention and expansion opportunities.

• Develop and execute tailored success plans with clear milestones, measurable outcomes, and ROI tracking.

• Lead business reviews and executive meetings to showcase impact, gather feedback, and align on future growth.

• Propose improvements and help establish scalable best practices, playbooks, segmentation models, and customer health scoring frameworks.

• Create enablement resources, training materials, and documentation to support adoption and future team growth.

• Mentor and support future Customer Success team members as we build and scale the function.

• Identify and implement AI-driven workflows that improve efficiency and allow us to scale without compromising customer experience.

What You’ll Bring

• 3–5+ years of experience in Customer Success, Account Management, or a similar client-facing role within B2B SaaS or technology companies.

• Strong skills in customer lifecycle management, retention strategy, stakeholder management, and data analysis.

• Proven experience managing a portfolio of accounts with retention rates above 90% and a track record of driving expansion revenue.

• Experience using CRM and customer success platforms (e.g., Salesforce, HubSpot, Gainsight, ChurnZero).

• Strong communication skills with the ability to collaborate effectively across teams and influence stakeholders from end users to C-suite leaders.

• A proactive, data-driven mindset with the ability to translate metrics into actionable insights and business impact.

• Comfort operating in ambiguity and building processes from the ground up in a fast-paced startup environment.

• Post-secondary education in Business, Communications, or a related field (or equivalent practical experience).

Nice to Haves

• Experience in FinTech, payments, financial services, or B2B SaaS serving SMB, Mid-Market, or Enterprise clients.

• Familiarity with accounts receivable, payment processing, or financial operations workflows.

• Track record of contributing to customer success strategy, including playbook development or customer health scoring.

• Experience mentoring teammates or helping build team structures.

• Comfort working in fast-paced, dynamic, and high-impact environments.

What We Offer

• Competitive salary tailored to your experience, skills, and expertise.

• The total compensation range for this role is $110,000 - 120,000 CAD, plus equity. The range displayed on each job posting reflects the approximate total target compensation for the position. Within the range, individual pay is determined by factors including relevant skills, experience, education/training.

• Equity opportunities so you can share in our growth and success.

• Unlimited PTO and flexibility when you need it the most.

• Yearly learning & development stipend to help you grow and do your best work.

Why Choose Alternative Payments?

At Alternative Payments, you’ll do work that truly matters.

• Own your impact: Lead meaningful, high-impact projects and collaborative initiatives that are shaping the future of FinTech and redefining how businesses get paid.

• Collaborate: Work with a diverse, innovative team where every voice is heard and great ideas come from anywhere.

• Grow with us: Your career journey is top of mind. We prioritize internal growth and give you the space to shape your path based on your goals — whether that’s deepening your expertise in your domain or exploring something new.

• Thrive in a supportive culture: As a scaling start-up, there’s a lot to be done and initiative is key. We believe in shared learning, open communication, and building each other up. When one of us grows, we all do.

Our Values

• Transparency & Honesty: We communicate openly and truthfully with partners, investors, and each other so everyone understands where we stand and where we’re headed.

• Resourcefulness & AI: We stay scrappy, find creative solutions, and make progress even when the path isn’t obvious. We have a bias for action and seek out the information and resources necessary to make decisions and move quickly.

• Partnership: We win and lose together. We collaborate with our partners, investors, and teammates to tackle big challenges and reach shared goals.

• Revolutionary & Boldness: We challenge conventions, take calculated risks, and build better, stronger solutions that move our business and the industry forward.

• Accountability: We take ownership of our decisions and results. We follow through on our commitments knowing our work directly impacts our partners, our team and our business.

Applying to Alternative Payments

We’re looking for candidates who are ready to step in and make an impact from day one. We know that sometimes people hold back unless they meet every requirement, but if you’re excited about the role, bring relevant experience, and are ready to contribute, we want to hear from you!

All resumes are reviewed by our small but mighty talent team. While we may use AI tools to help prioritize applications, real people are behind every resume review and hiring decision. We’re also committed to an inclusive and accessible process. If you require reasonable accommodation during the hiring process, please let us know upon being selected to interview.