ClarityPay

Customer Success Manager

• Be the main point of contact, channeling needs between clients (merchants, service providers, and platforms) and internal teams (e.g., Product, Operations, Legal).
• Lead the overall client implementation work plan, working closely with Business Development for an effective transition and collaborating with internal teams (e.g., Product, Compliance, Marketing, Risk, Operations, and Finance) and client associates.
• Establish client and internal expectations for performance, drive results, track actual versus expectations, and report to client and internal stakeholders.
• Continually monitor and analyze performance and customer experience data.
• Develop growth and success plans, identify opportunities, present value-added analysis, and ensure program performance aligns with strategy.
• Handle day-to-day operational issues and provide support to clients. This includes advocating with the internal support teams to address issues within SLAs.
• Coordinate, develop, and deliver regular client reviews and updates.
• Ensure legal and compliance requirements are addressed.
• Ensure all contractual obligations are fulfilled.
• Share best practices and learnings to improve internal results.
• Perform other duties and/or special projects as assigned.
• Continually promote and apply ClarityPay values, be a role model of trust and integrity.

Director of Client Success