Manager, Client Success

About Repay

REPAY ("Realtime Electronic Payments" / NASDAQ TICKER: RPAY) is an established and fast-growing publicly traded financial technology and payment processing company headquartered in Atlanta, Georgia, with offices across the country. REPAY enables its customers to accept payments anytime, anywhere, and through any channel while providing a secure, seamless, and enjoyable payment experience for the end consumers. REPAY offers a comprehensive suite of electronic payment and funding solutions, including debit and credit card processing, ACH processing, Instant Funding, and electronic bill payment systems with full IVR, text, and mobile capabilities.

The scalability of its products allows merchants of all sizes to add an instant arsenal of intelligent payment technology solutions to their businesses without significant development costs or infrastructure investments.

The Manager, Client Success will play a key role in ensuring that our clients are fully supported throughout their journey with REPAY products. This leader will manage a team of six Associate Client Success Managers and work cross-functionally with Sales, Support, and other REPAY teams to deliver an exceptional client experience. The ideal candidate will have a proven track record in account management/client success, team building and leadership, and understanding how to understand and address customers’ needs.

• Lead, mentor, and manage a team of six Associate Client Success Managers, providing guidance, coaching, and career development opportunities to ensure their growth and success.
• Onboard and train newly hired Associate Client Success Managers
• Oversee the onboarding process for new clients, ensuring they understand and fully adopt our solutions. Ensure high levels of client retention by proactively addressing concerns and opportunities for improvement.
• Develop and nurture strong relationships with key client stakeholders, acting as the point of escalation for any issues or challenges.
• Define and monitor key performance indicators (KPIs) for the Client Success team, ensuring that the team meets or exceeds targets related to client satisfaction, retention, and adoption.
• Collaborate with sales, product, and support teams to ensure a seamless and cohesive client experience. Advocate for the needs of clients within the organization and drive improvements to our products and services.
• Continuously evaluate and improve client success processes to enhance operational efficiency, scalability, and client satisfaction.
• Ensure clients are educated on best practices for utilizing our payment processing solutions and identify opportunities to upsell or cross-sell additional features and services.
• Provide regular reports to senior leadership on client success metrics, team performance, and any major client concerns or opportunities.

• 5+ years of experience in client success, customer service, or account management, with at least 2 years in a leadership role
• Experience managing a team, including coaching and developing entry-level professionals; experience building and managing a newly established team is preferred
• Strong understanding of payment processing software, SaaS solutions, or similar technologies is preferred
• Exceptional communication and interpersonal skills, with the ability to build strong client relationships and collaborate effectively with internal teams
• Proven track record in driving client retention, satisfaction, and success
• Strong problem-solving abilities and the ability to handle challenging client situations with professionalism and empathy
• Data-driven mindset, with experience tracking and analyzing metrics to drive performance
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously
• Familiarity with CRM systems and practices (e.g. Salesforce)
• Must be highly proficient in Microsoft Excel, Word, and Power Point
• Excellent written and verbal communication skills
• Strong organization skills
• Travel for visiting top clients and user conferences

REPAY is an Equal Opportunity Employer and we promote a company culture where diversity, equity and inclusion are central. We are committed to build our teams and grow a company in which employees can succeed, regardless of race, color, national origin, sex, sexual orientation, gender identity or expression, transgender status, pregnancy, religion, age (40 and over), disability, service in the uniformed services, protected veteran status, genetic information, or any other classification protected by federal, state or local law.

Celebrating our diverse backgrounds, views and beliefs allows us to embrace what makes us unique and continue to innovate and push the boundaries of what is possible.

We are interested in every qualified candidate who is eligible to work in the United States. This position is not eligible for hire in California. Additionally, we are not able to sponsor visas.