• Drive Customer Success outcomes • Lead your team to deliver outstanding experiences that drive strong customer retention, expansion, adoption, and referrals • Increase customer lifetime value through success plans, customer satisfaction, and overall health scores • Leverage reporting to develop data-driven insights and success plays based on customer behavior • Drive a proactive NPS, at risk program, and other initiatives and measures to prevent customer attrition • Sponsor customer escalations by working with the customer and teams across the company to address the issue in a mutually beneficial way • Drive a standardized, proactive outreach and reactive interventions for various points in the journey by identifying opportunities to encourage feedback loops and continuous improvement • Be a customer champion through collaboration with other organizational leaders to incorporate customer needs and requests into insightsoftware's defining business objectives • Partner with peers to scale processes in on boarding, training, success management, support, and customer advocacy • Increase opportunities for expansion and up-sells by creating a bridge between Account Management, Direct Sales, Professional Services, and Customer Success teams • Develop and present metrics to measure the effectiveness of Customer Success in meeting company and team goals • Ensure team adherence to governance policies and effective use of internal CRM systems to accurately reflect the status of customer accounts, thereby influencing downstream reporting requirements • Regularly extract and analyze data to generate renewal forecasts, identify issues, and proactively implement corrective action plans.

• Identify, prospect, and develop new business opportunities across assigned territories • Manage the full sales cycle from discovery to negotiation and contract closure • Understand client business challenges and position integration and automation solutions that deliver measurable value • Build and maintain strong relationships with key stakeholders and decision-makers • Collaborate with Solutions Consultants and delivery teams to support successful onboarding and implementation • Drive customer retention, renewals, and account expansion opportunities • Identify upsell and cross-sell opportunities within existing accounts • Maintain accurate pipeline management and forecasting in CRM platforms • Partner with internal teams to ensure an excellent customer experience throughout the lifecycle

• Serve as the main point of contact for an assigned portfolio of SaaS partners and their merchant bases. • Build strong relationships to understand partner goals, challenges, and success metrics. • Drive adoption and usage by helping customers optimize their payment programs and use Valpay’s tools effectively. • Monitor partner and merchant health to proactively identify and address risks to retention or performance. • Collaborate with Support, Operations, and Product teams to resolve issues quickly and improve the customer experience. • Gather customer feedback and share insights internally to inform product enhancements and process improvements. • Develop and deliver training sessions, resources, and best practices to help customers self-serve and scale effectively. • Track account performance metrics (e.g., churn, activity, satisfaction) to measure retention and engagement.

As a Client Success Manager (CSM), you will play a pivotal role in ensuring clients achieve their desired outcomes from our products and services. You will be responsible for ensuring client programs have established delivery teams, program and project plans, and for successful project and program delivery in accordance with scope of work. The CSM is also responsible for establishing strong relationships, driving service delivery, and fostering client loyalty. Your primary goals include maintaining project and program health, delivering measurable value to clients, securing contract renewals, and uncovering opportunities for account expansion.********Preferred location: East Coast/Mid West or able to work East Coast hours****