Payabli

Customer Success Manager

• Own the post-integration experience for a portfolio of partner accounts, serving as their primary point of contact and trusted advisor
• Build deep, consultative relationships with key stakeholders including executives, product leaders, and technical teams
• Develop customized success plans that align partner business objectives with Payabli's capabilities and roadmap
• Act as the voice of the partner internally, ensuring their needs are understood and prioritized across Product, Engineering, Sales, and Operations teams
• Drive platform adoption by coordinating training, feature rollouts, and strategic touchpoints tailored to each partner's needs
• Conduct regular business reviews to assess performance, review key metrics, and identify optimization opportunities
• Proactively monitor partner health indicators and intervene early to address concerns or remove blockers
• Educate partners on industry best practices, compliance requirements, and emerging payment trends relevant to their vertical
• Identify and execute expansion opportunities including upsells, cross-sells, and new use cases that align with partner goals
• Ensure high retention rates by delivering measurable outcomes, maintaining partner satisfaction, and mitigating churn risk
• Develop and execute strategies to increase transaction volume, merchant acquisition, and revenue generation for partners
• Collaborate with Sales to support contract renewals and identify opportunities for deeper partnership engagement
• Own issue resolution from intake through resolution, coordinating with Support, Engineering, and Operations as needed
• Manage escalations with urgency and transparency, keeping partners informed throughout the resolution process
• Synthesize partner feedback and pain points to inform product roadmap decisions and service improvements
• Track and analyze key performance indicators including partner health scores, processing volumes, approval rates, and merchant concentration
• Provide regular reporting to partners and internal stakeholders on account performance, risks, and opportunities
• Use data insights to make strategic recommendations and drive continuous improvement in partner outcomes
• Maintain accurate records in CRM systems to ensure visibility and collaboration across teams

Partner Success Manager

Risk

• Implement and maintain a real-time risk monitoring dashboard to track transaction anomalies, fraud flags, and volume spikes.
• Refine existing detection rules to reduce false positives and improve actionable alerts by at least 10%.
• Analyze transaction-level data to identify and document top risk trends among the merchant base.
• Respond to inbound merchant risk inquiries and escalation cases with a 20% reduction in average response time.
• Develop and follow a standardized inquiry resolution playbook to ensure consistent and effective communication.
• Handle high-risk merchant cases end-to-end, reducing escalations to senior management by improving first-touch resolutions.
• Monitor and triage incoming chargebacks, contributing to a 10% improvement in response speed through optimized workflows.
• Assist in the development and dissemination of a merchant-facing chargeback prevention guide.
• Track and analyze dispute data to identify key causes and prevention opportunities.
• Evaluate high-ticket and monthly volume increase requests using a structured risk scoring model.
• Review and approve bank account updates while ensuring standard documentation is received and validated.
• Support SLA goals by processing 95% of risk reviews within defined internal deadlines.
• Collaborate with internal teams and merchants to increase PCI compliance rates by 15% through targeted outreach and education.
• Support internal audits of payment compliance processes, contributing to the identification of process improvements.
• Maintain compliance tracking tools and help monitor adherence to network and regulatory standards.

Risk Analyst

Product Manager

• Lead the strategy and execution of our virtual card program, including single-use and multi-use card issuance, spend controls, and program compliance.
• Own the full lifecycle of traditional payout methods. Drive improvements in speed, reliability, and cost efficiency across ACH (same-day and standard), domestic and international wire transfers, and check disbursement.
• Build the tools and workflows that transform our platform partners into payables powerhouses.
• Pioneer the use of AI to automatically enrich vendor data—validating payment credentials, categorizing vendors, detecting anomalies, and reducing the manual overhead that slows down B2B payments.
• Architect and scale a vendor network that creates network effects across our platform.

Senior Product Manager, Payout

Solutions Engineer

• Translate business requirements into unique technical solutions
• Conduct calls to create and manage the integration plan for software partners
• Design and present tailored integration project plans that align with partner business expectation and drive execution of plan
• Operate in an AI-first mindset to innovate integration processes
• Track and Report on Projects Logs, Key Performance Indicators, and drive constant improvement.
• Collaborate with Account Manager on partner launch and GTM success
• Transfer integration plan into ongoing production reference documentation for the partner and internal support teams
• Be a “glue” role that connects the Operations, Success, Risk, Product and Engineering teams
• Work closely with Customer Success team to provide ongoing integration support for partners
• Work closely with product team to become an expert on piloting and implementing cutting edge fintech products

Senior Solutions Engineer

Compliance

• Own and maintain the compliance platform (Drata), including control mapping, evidence collection, continuous monitoring, and audit workflows
• Manage control documentation, policies, procedures, and supporting artifacts across multiple compliance frameworks
• Perform risk assessments, vendor security reviews, and control gap analyses, and track remediation through to completion
• Partner with Security, IT, and Engineering teams to ensure technical and administrative controls align with documented policies and compliance requirements
• Support internal and external audits, including SOC 2, PCI DSS, and customer security reviews
• Conduct periodic user access reviews and assist with access governance and RBAC validation
• Develop and maintain compliance reporting, metrics, and executive ready summaries
• Identify and implement automation opportunities to streamline evidence collection, access reviews, and policy lifecycle management

GRC Engineer

Client Services Representative

• Be the front line of the Client Support Team
• Answer inbound support inquiries
• Engage with clients via ticketing system
• Ticket Resolution
• Respond to and resolve inbound partner support tickets.
• Respond to and resolve inbound merchant support tickets.
• Triage, document, and escalate tickets to internal teams as necessary.
• Maintain SLAs and track status of all assigned tickets.
• Maintain customer records and changes.
• Contribute to external communication library
• Identify common issues and collaborate with teams for resolution
• Work closely with CSMs to ensure seamless handoffs and shared context
• Work closely with Engineers/Technical Support teams
• Work closely with Onboarding/Risk/Compliance

Client Support Associate

Events

• Own and execute Payabli's annual events calendar, including industry conferences, trade shows, partner events, sponsored speaking engagements and proprietary hosted experiences
• Develop event strategies aligned with marketing goals, identifying the right mix of third-party and first-party events to maximize brand visibility and pipeline generation
• Manage all event logistics from start to finish, including venue selection, vendor management, speaker coordination, attendee experience design, and post-event follow-up
• Research, evaluate, and recommend which industry conferences and trade shows Payabli should sponsor or attend based on target audience alignment and ROI potential
• Collaborate with sales leadership to develop pre-show prospecting plans that identify key targets and coordinate booth strategy to maximize qualified conversations
• Design engaging booth experiences and coordinate all logistics including booth design, collateral, demos, and staffing schedules
• Implement post-show follow-up strategies that ensure timely lead qualification and sales handoff
• Plan and manage Payabli's annual customer conference, creating an elevated experience that showcases our platform, celebrates customer success, and drives community building
• Organize and execute quarterly hosted dinners and executive roundtables with key prospects and customers in target markets
• Develop content programming for hosted events, including panel discussions, keynote presentations, and networking opportunities that deliver value to attendees
• Track and report on event performance metrics including attendance, lead generation, pipeline influence, and ROI to continuously optimize event strategy
• Partner closely with sales, product, and customer success teams to ensure events support broader business objectives and create seamless attendee experiences
• Manage event budget allocation across all activities, negotiating vendor contracts and ensuring cost-effective execution
• Create comprehensive post-event materials including attendee surveys, follow-up communications, and social media content to extend event impact

Events Marketing Manager

Operations

• Handle basic operations and boarding-related support tickets with urgency and ownership
• Dive deep to identify root causes of issues rather than applying surface-level fixes
• Take initiative to resolve problems quickly, even when it means doing the grunt work
• Manage boarding templates, billing configurations and customer comms
• Troubleshoot and resolve boarding errors, including re-boarding when necessary
• Resolve configuration issues to ensure merchants are set up accurately
• Manage specialized workflows that fall outside standard boarding procedures
• Work closely with Product, Engineering, and QA teams to identify, document, and resolve system errors and bugs
• Create detailed development tickets with clear reproduction steps and supporting documentation
• Serve as a bridge between operations and technical teams to expedite issue resolution
• Identify and resolve billing configuration issues
• Troubleshoot billing-related issues and ensure accurate merchant fee structures
• Address funding issues by coordinating with internal teams and processor partners
• Investigate and resolve transaction-related issues with support from technical and processor teams
• Document common issues and solutions to build knowledge base resources
• Identify patterns in recurring problems and suggest process improvements
• Continuously focus on building better internal workflows and processes with cross-functional teams
• Partner with internal teams to streamline operations and eliminate inefficiencies
• Take ownership of process gaps and drive improvements from identification through implementation