Client Success Manager (Northeast)

What You'll Be Doing: At PayIt, we're on a mission to be the best partner our clients have ever worked with, and the Client Success team plays a central role. The opportunity to positively impact our clients and their constituents is abundant, so we keep our portfolio sizes small, empowering Client Success Managers to deliver exceptional, consultative engagements. In this role, you will: Operational ExcellenceOwn the success, retention, and growth of a regionally-focused portfolio of government agency clientsDeeply understand customers' goals, business processes, and use cases, and serve as a trusted advisor on digital government, consulting clients on how to leverage current and future PayIt solutions to improve efficiencies and modernize the citizen experience Leadership & Team DevelopmentWork with clients and our internal PayIt Resident Communications team to develop strategies that increase citizen awareness and drive usage of PayIt-powered digital servicesHold regular Executive Strategy Sessions that document successes and inform mutually defined partnership roadmapsOwn the renewal process, and strategically grow client footprint through ongoing identification and management of value-driven expansion opportunitiesCollaborate with PayIt Delivery teams to ensure all service projects are aligned with client strategy, requirements, and timelinesServe as subject matter expert on the PayIt platform, and enable clients to realize the full value of available features and services Cross-Functional PartnershipAct as the voice of the customer and champion feedback to internal Product teams Compliance & ControlsMonitor customer health indicators and proactively work with internal PayIt teams to mitigate identified risks What You'll Need to Have: PayIt CSMs are proactive, solutions-oriented, and extremely collaborative. We are looking for someone with a strong technical aptitude coupled with a high emotional quotient, capable of quickly building trust with your colleagues and clients alike. In addition, our ideal candidate will have:A minimum of 5 years of experience serving as a thought leader, customer advocate, and consultative partner for a portfolio of high-touch customers in a SaaS environmentGovTech or FinServ background or experience in a complex B2B2C businessProven experience managing clients through complex project lifecyclesThe ability to digest multiple data inputs to analyze client health, adoption, and lifetime value to inform account strategy, drive renewals, and identify cross and upsell opportunitiesExperience leading strategic business reviews with senior-level stakeholdersPrior experience in facilitating end-user training and enabling new technologiesPrior forecasting, account management/executive, renewal management and/or sales experience, or strong interest in developing these skillsFamiliarity with Project Management and Collaboration Tools (i.e Confluence, Slack, Jira, etc.) Google G-suite and Microsoft OfficeWillingness to travel up to 30 percent of the time; travel varies based on your assessment of client needs.Travel will be primarily focused in your regional designation with occasional visits to the Kansas City HQ