Payabli

• Serve as tier 1 for incoming technical support with TSM as an escalation point. • Build trusted relationships through responsive, professional, and solution-oriented communication. • Maintain SLAs and ensure timely follow-up on all open cases. • Turn vague reports into well-defined problems: expected vs actual behavior, when it started, reproduction steps, and scope of impact. • Investigate before escalating, using product docs, account and paypoint configurations, internal tools, and API responses and webhook payloads to determine root cause. • Take ownership of configuration, integration, and how-to issues, resolving them independently as you ramp. • Use AI tools to work faster and smarter, researching issues, drafting customer responses, and summarizing context, while applying judgment about when to trust and when to verify the output. • Follow escalation paths in place from Tier 1 to Technical Support Manager, packaging the context they need to act fast: transaction IDs, timestamps, request and response payloads, environment, affected account, logs, and clear reproduction steps. • Identify recurring issues and partner with internal teams to drive long-term solutions. • Help build out our internal documentation and knowledge base as you learn, so the whole team can scale. • Document processes, troubleshooting steps, and best practices to improve team efficiency. • Partner with our Partner Success and Client Support teams as the technical point of contact for customer-reported issues, ensuring seamless handoffs and shared context. • Work cross-functionally with Onboarding, Risk, Compliance, and Operations to support customer needs. • Surface customer feedback, trends, and product issues to help improve the overall client experience.

• Design, build, and maintain scalable backend services using C# and .NET. • Develop the core infrastructure that powers payment routing, connector management, and platform configuration. • Design secure, extensible APIs that support both customer-facing applications, direct integrations and AI-powered workflows. • Build reliable, observable services that process high-volume payment transactions with performance and resilience in mind. • Contribute to platform architecture, engineering standards, and technical decision-making. • Continuously improve system performance, security, reliability, and developer experience. • Collaborate closely with other service owning teams to integrate via APIs and real-time data streams, ensuring seamless data flow across the stack & overall platform. • Raise the bar: Lead code reviews, champion backend standards, and drive architectural decisions that keep the codebase healthy as we scale. • Multiply the team: Mentor engineers around you and elevate backend engineering quality across the organization through pairing, documentation and leading by example. • Own the full lifecycle: Work across requirements, implementation, testing, and deployment. We don't throw things over the wall here. • Sweat the details: Optimize for performance, accessibility, and cross-browser compatibility.

• Serve as the system administrator and super user of all CX systems and platforms — designing and configuring features that align with department KPIs and improve team productivity, accuracy, and efficiency • Manage the CX tech stack — Lead SaaS evaluations, vendor selection, implement, and maintain the tools that CX teams depend on (CRM, ticketing, knowledge platforms, analytics, QA). • Measure AI tool performance across CX — track impact, identify new use cases, and surface opportunities to expand AI-powered capabilities • Stay informed of technological developments, best-in-class tooling, and new feature launches to inform CX system strategy • Coordinate with Engineering, Product, and company Operations on cross-functional initiatives that impact CX tooling and workflows • Document and maintain CX workflows and business processes and/or business process documentation across Partner Success, Client Support, and Technical Support, ensuring process documentation stays current as the organization scales • Surface automation opportunities and process inefficiencies through data analysis, and implement approved solutions in coordination with CX leadership • Evaluate CX processes based on operational data — identifying bottlenecks, manual work, and throughput constraints — and present recommendations to CX leadership for approval to build and implement solutions. • Build and maintain automated dashboards and reporting for CX leadership — team performance, partner health, ticket trends, SLA compliance, and operational KPIs • Build and maintain the data architecture and pipelines that connect CX activity to business outcomes, ensuring data is accessible and structured for analysis • Generate data-driven insights for QBRs, executive reviews, and board-level reporting • Analyze ticket trends, escalation patterns, and resolution data to surface product issues, process breakdowns, and resource gaps • Deliver regular performance reporting that supports executive alignment and strategic planning • Enhance and manage the partner health scoring methodology — ensuring scores are accurate, actionable, and consistently maintained across the partner portfolio • Help build predictive churn and expansion models that enable proactive intervention by Partner Success Managers • Monitor partner health indicators across the portfolio and flag at-risk accounts to CX leadership before issues escalate • Build and maintain the data infrastructure required to analyze processing volumes, merchant concentration, approval rates, and revenue trends — ensuring the right data is accessible and structured to surface growth and retention opportunities • Maintain the operational cadence of CX — recurring reports, metric reviews, process documentation, and operational housekeeping • Execute on strategic initiatives directed by CX leadership — from new tool rollouts to process redesigns to cross-functional projects • Coordinate cross-functional initiatives with Operations, Product, and Engineering that require CX operational input or alignment

Role Description As a Partner Success Manager at Payabli, you are the north star for our partners—their trusted advisor and advocate as they navigate their payments journey post-integration. You'll serve as the single source of truth, guiding partners to measurable success while ensuring they maximize the value of Payabli's platform. This is a strategic, relationship-driven role where you'll own a portfolio of partner accounts, acting as the bridge between their business objectives and our cross-functional teams. Whether working with banking partners, HOA management platforms, vertical SaaS companies, or other specialized industries, you'll become the subject matter expert who understands their unique challenges and opportunities. You'll proactively drive adoption, identify growth opportunities, mitigate risks, and ensure that every partner relationship is set up for long-term success. This isn't just account management—it's strategic partnership at scale. Qualifications - 3-5+ years of experience in Client Success, Account Management, or Strategic Partnership roles, preferably in payments, fintech, or SaaS - Proven track record of managing high-value accounts with measurable retention and growth outcomes - Strong understanding of payment processing fundamentals, merchant services, and fintech ecosystems - Exceptional relationship-building skills with the ability to influence and collaborate with executive-level stakeholders - Outstanding communication skills—both written and verbal—with the ability to simplify complex technical concepts - Strong analytical and problem-solving abilities with a data-driven approach to decision-making - Proficiency with CRM platforms, customer success tools, Excel, and business intelligence software - Self-starter mentality with the ability to work independently, manage competing priorities, and thrive in a fast-paced environment Requirements - 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 - Navigate complex situations including underwriting challenges, funding discrepancies, and integration issues with confidence and composure - 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 Benefits - Competitive base salary with strong performance-based upside potential - Stock options with the potential to unlock more equity as we grow - Flexible PTO - Comprehensive medical, dental, and vision insurance - 401K with company match, HSA, and pre-tax savings programs - Monthly education fund to invest in your professional development and passion goals - Fully remote work environment with a collaborative, supportive team culture Company Description Payabli is a next-generation Payments Infrastructure and Monetization Platform purpose-built for vertical software companies. Through a single, developer-friendly API with low-code embedded payment components, Payabli enables platforms to seamlessly embed, monetize, and operationalize payments—making payments a core part of their platform and business model. Backed by leading fintech investors including QED Investors, Fika Ventures, TTV Capital, and Bling Capital, Payabli is setting the standard for embedded payments infrastructure powering the next generation of vertical SaaS.

• Architect the platform. Set our warehouse/lakehouse direction and stand up the data lake and layered architecture that turns our raw system of record into trustworthy, queryable, intelligence-ready data. • Build the pipelines. Design and run batch and streaming pipelines that move data reliably out of our production systems - CDC, ELT, and real-time where it matters. • Model the data. Define the canonical datasets and models the whole company depends on, getting the grain, semantics, and contracts right. • Own reliability and accuracy. This is financial data, so correctness is non-negotiable. You'll own data quality, observability, integrity checks, and the testing and monitoring that let us trust it. • Build for a regulated environment. Design in role-based access, masking, lineage, and auditability from day one, and keep sensitive financial data out of places it doesn't belong. • Enable AI/ML and analytics. Build the feature pipelines and trustworthy data foundation our intelligence work relies on, moving us from systems of record toward systems of intelligence and action. • Set the standard. Establish the practices, tooling, and CI/CD for data that the future team inherits. You're setting the bar, not just clearing it.

• Develop deep relationships with a portfolio of large and enterprise-level integration partners during and after implementation, gaining a thorough understanding of their business and industry. • Regularly attend, and when applicable lead, meetings with partners, merchants and internal stakeholders. • Lead onboarding and configuration of sub-merchants and strategic merchant partners. • Work with the Integrations team to coordinate and develop unique processes, onboarding efforts and configurations for large-scale partnerships. • Support the Underwriting team with the collection of merchant applications, supporting documentation and applicant follow-up to improve onboarding velocity. • Deploy AI agents and automations to scale and improve the precision of your work and our customers' payments business. • Work with integration partners to develop and manage onboarding templates, ensure proper partner and merchant pricing inputs, and execute bulk onboarding strategies. • Closely collaborate with the Operations team and Partner Success Managers to orchestrate the execution of all daily, weekly and monthly tasks. • Supplement the daily tasks of others on the Operations and Client Success teams where necessary. • Report weekly on key performance indicators related to the success of tasks and assigned accounts. • Partner with the Product team to develop further automations that increase the accuracy and efficiency of enterprise-level tasks, including product enhancement and UI/UX improvement suggestions. • Roll up your sleeves to get things done in a fast-moving, ever-changing startup environment and do whatever it takes to make this the journey of a lifetime!

• Serve as the primary point of contact for partner and merchant inquiries, delivering timely and professional support via email and phone • Build trusted relationships through responsive, professional, and solution-oriented communication • Respond to and resolve inbound partner and merchant support requests • Triage, document, and escalate issues to internal teams as needed • Maintain SLAs and ensure timely follow-up on all open cases • Track, prioritize, and manage assigned tickets through resolution • Maintain accurate customer records, account updates, and support documentation • Contribute to and improve the external knowledge base and communication library • Identify recurring issues and partner with internal teams to drive long-term solutions • Document processes, troubleshooting steps, and best practices to improve team efficiency • Partner closely with Client Success Managers to ensure seamless handoffs and shared context • Collaborate with Engineering and Technical Support to investigate and resolve complex issues • Work cross-functionally with Onboarding, Risk, Compliance, and Operations to support customer needs • Surface customer feedback, trends, and product issues to help improve the overall client experience

• Be highly organized and drive documentation, metrics, and task execution • Be a builder of systems and processes to improve implementation, as well as post implementation success • Lead calls, both internally and externally to create and manage the integration plan for software partners • Build AI tools and agents to automate and hyperscale projects • Be relentless about process optimization • Track and Report on Project Logs, Key Performance Indicators (KPIs), and drive continuous improvement. • Be able to work closely with customers that have a wide array of knowledge and experience with payments • Create innovative approaches to integration process where necessary, be able to demo product and solutions and put yourself in the seat of the customer to understand how payments works for them in their business. • Transfer integration plan into ongoing production reference documentation for the partner and internal support teams • Be a gravitational leader, not just to those on your team but also side to side across other teams. • Gain a level of expertise and awareness of all areas of the operational side of the business • Work closely with Sales Team to ensure the information at the top of the funnel sets up the customer for a successful implementation and work with Customer Success team to ensure that customers have a perfect path forward as they leave the implementation journey • Work closely with product team to become an expert on piloting and implementing cutting edge fintech products

• Conduct thorough analysis of merchant applications, including financial statements, processing history, and KYC documentation. • Verify business legitimacy through entity formation documents, EIN verification, and ownership structure validation. • Evaluate creditworthiness, processing behavior, and potential exposure risk for both credit card and ACH transactions. • Flag and escalate high-risk or unusual business models to the Director of CRU for deeper review. • Maintain comprehensive documentation of underwriting decisions, ensuring compliance with internal policies and regulatory standards. • Interact with merchants to gather missing information, clarify discrepancies, or provide feedback on required improvements. • Respond promptly and professionally to application-related inquiries and proactively guide applicants through the process. • Educate merchants on underwriting expectations and provide tailored advice on best practices for application success. • Partner with Compliance and Risk Analysts to support deeper risk investigations or chargeback-related assessments. • Collaborate with CRU leadership to refine risk models, underwriting criteria, and approval matrices. • Mentor and support junior team members by reviewing applications, offering feedback, and leading knowledge-sharing sessions.

Role Description As a Partner Success Manager at Payabli, you are the north star for our partners—their trusted advisor and advocate as they navigate their payments journey post-integration. You'll serve as the single source of truth, guiding partners to measurable success while ensuring they maximize the value of Payabli's platform. This is a strategic, relationship-driven role where you'll own a portfolio of partner accounts, acting as the bridge between their business objectives and our cross-functional teams. - 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. Partner Enablement & Adoption - 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. Growth & Retention - 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. Problem Resolution & Advocacy - 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. - Navigate complex situations including underwriting challenges, funding discrepancies, and integration issues with confidence and composure. Data-Driven Decision Making - 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. Qualifications - 3-5+ years of experience in Client Success, Account Management, or Strategic Partnership roles, preferably in payments, fintech, or SaaS. - Proven track record of managing high-value accounts with measurable retention and growth outcomes. - Strong understanding of payment processing fundamentals, merchant services, and fintech ecosystems. - Exceptional relationship-building skills with the ability to influence and collaborate with executive-level stakeholders. - Outstanding communication skills—both written and verbal—with the ability to simplify complex technical concepts. - Strong analytical and problem-solving abilities with a data-driven approach to decision-making. - Proficiency with CRM platforms, customer success tools, Excel, and business intelligence software. - Self-starter mentality with the ability to work independently, manage competing priorities, and thrive in a fast-paced environment. Requirements - Experience working with vertical SaaS platforms or understanding of specific industry verticals (banking, property management, healthcare, etc.). - Technical aptitude with APIs, integrations, or software implementation. - Experience with customer success platforms like Gainsight or ChurnZero. - Knowledge of payment compliance, underwriting processes, or risk management. - Background in consulting, strategic operations, or business development. Benefits - Competitive base salary with strong performance-based upside potential. - Stock options with the potential to unlock more equity as we grow. - Flexible PTO. - Comprehensive medical, dental, and vision insurance. - 401K with company match, HSA, and pre-tax savings programs. - Monthly education fund to invest in your professional development and passion goals. - Fully remote work environment with a collaborative, supportive team culture.