Customer Success Manager

Pay Shepherd envisions a future where heavy industrial sites operate with maximum efficiency and minimal administrative burden. Our strategy focuses on building a comprehensive and user-friendly contractor management platform, fostering better relationships between contractors and clients and ensuring project success.

We have an aggressive growth plan and are looking to add to our team. You’d be a great fit to execute on this vision if you:

• Thrive in a fast-paced, ever evolving environment
• Are passionate about bringing innovation to transitional industries
• Have experience in Heavy Industry or Technology
• Are proactive at creating creative solutions to complex problems
• Are client focused, our success is built on strong relationships between us, our clients and their contractors. If you excel at collaboration and are committed to delivering exceptional service you’ll fit right in
• Treat AI as a core part of how you work.

• Customer Centric: strives to create delightful experiences, make customer lives easier, and be a trusted partner to clients and their contractors.
• Builds Trust: demonstrates open and clear communication in all interactions, holds themselves accountable, and is respectful to colleagues, customers, and partners.
• Bias for Action: moves work forward by taking the next step rather than stopping at opinions, keeps timelines tight, and maintains deliberate momentum to drive results.
• Growth Mindset: values resilience and believes effort leads to improvement; treats mistakes as stepping stones, welcomes feedback, and prioritizes outcomes over ego by evaluating ideas on their merit.
• Deep Curiosity: asks a lot of questions, digs into hard problems, challenges their own thinking, and keeps experimenting rather than settling for what is already known.

• Identify and execute on client value opportunities. Discover pain, find value. Build the plan. Deliver it.
• Understand what each client values, and keep understanding it. At point of sale, as the champion evolves, and as the org changes. Stay attuned at the product and user level: what are users experiencing, and what has changed?
• Own value attribution, and be obsessive about it. Document to the value vault continuously: cost savings, time saved, risk reduced, process improved. Feed it to the RM. No value goes unrecognized.
• Advocate for the customer inside Pay Shepherd. You are the customer's voice to Product, Engineering, and leadership. Create and follow up on idea tickets using existing processes, not side spreadsheets.
• Drive adoption by understanding what users care about. Connect the platform to what they specifically need. Show them the value in their terms, not ours.
• Run a detractor management plan on every account. Know every detractor by name. Have a plan for each one. Convert detractors to neutrals and neutrals to advocates. No detractor goes unmanaged.
• Build advocacy with ICs and managers, and drive insights upward. Make users into champions. Surface what you learn from the operational floor to the people who can influence decisions. The RM owns the director-level relationship; you own the intelligence that makes it valuable.
• Capture client referrals and references. When a customer sees value, lock it in. Turn advocates into references, case studies, and referrals that fuel growth.
• Own client NPS. You own customer sentiment. NPS is your signal and scorecard. Track with quality: no duplicate outreach,…