Customer Success Director

PayEm is looking for a Customer Success Director to join the team!
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PayEm is a company like no other. It’s a home for the passionate, a heaven for the doers. A place for people who love and embrace challenges. For those who see movable mountains where others see an impasse. It’s a company of people who are as patient as they are persuasive, open as well as opinionated. We embrace inclusion, innovation, and inspiration.
PayEm is an innovative Fintech startup, backed by the top venture capitalist in Israel & the US. Our product disrupts organizational finance by providing the first SaaS for both Procurement & Finance teams.

About the Role

This is a one in a million opportunity to build a team from the ground up, recruit, mentor, and lead a team of highly skilled CSMs. We’re looking for a strong Customer Success leader, who is passionate about growing a world-class Customer Success team and building a scalable machine, a people person who is data-driven and strategic. 

What You’ll Do

  • Recruiting, onboarding, mentoring and empowering the US CS team.
  • Building and developing a high performing team(s) of CSMs. 
  • Owning a US book of business end to end with targets on revenue expansion and churn prevention.
  • Building relationships with customers; execs to drive success and growth in US accounts.
  • Proactivly taking part in the US CS geo expansion.
  • Serving as the main point of escalation for US clients.
  • Driving and owning CS KPIs (satisfaction, product adoption, retention & expansion)
  • Driving operational practices to track the performance of teams and individuals.
  • Partner with Sales, Product to drive expansion, stickiness and product adoption.
  • Drive new business growth through product adoption, advocacy and referenceability.
  • Soliciting customer involvement in product feature design, beta programs and case studies.
  • Reporting to VP CS

 

Skills/Experience Required:

  • 4+ years experience leading customer success managers and/or account management
  • Proven experience leading teams, driving software adoption, generating expansion pipeline and leveraging customer success best practices.
  • Proven ability to develop strategies, translate them into initiatives and track successful delivery.
  • Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate teams.
  • Experience in SaaS industry with Spend Management, FinTech or adjacent industries
  • Financial Accounting experience is a plus.
  • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity.
  • Able to collaborate across the organization and with external stakeholders.
  • Experience successfully working with senior (C-level) executives.
  • Holds strong operational skills that will drive organizational efficiencies and customer satisfaction.
  • Willing and able to address escalated client issues with speed and urgency.
  • Bachelor’s Degree required.
  • Proven success at revenue expansion and growth targets
  • Analytical and process-oriented mindset
  • Data-driven, detail-oriented 

 

 


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Full-Time
New York, United States, Remote
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