• Hast du Lust, mit uns gemeinsam die Nr. 1 im Balkonkraftwerk-Space zu werden – und unsere Customer Journey auf ein völlig neues Level zu heben? • Du entwickelst starke E-Mail-, WhatsApp- und SMS-Funnels, die aus Interessenten Neukunden machen – und aus Neukunden treue Wiederkäufer. • Du baust skalierbare CRM-Strategien auf, die direkten Einfluss auf unseren Umsatz und den Customer Lifetime Value haben. • Du konzipierst, entwickelst und optimierst E-Mail-, WhatsApp- und SMS-Flows und sorgst für eine klare, performante Kommunikation. • In enger Kooperation mit unserem Performance-Team entwickelst du Funnel-Logiken, die Paid Leads systematisch in Käufer verwandeln. • Du gestaltest Nurturing-Sequenzen und gibst Input für Copy & Creatives. • Du erkennst Kundenbedürfnisse und baust gezielte Flows zur Wiederkauf- und Kundenbindung auf. • Du analysierst Kundenverhalten, führst A/B-Tests durch, interpretierst Daten aus Klaviyo, Shopify & Co. und optimierst kontinuierlich.

• Ongoing customer engagement for customers close to renewal to ensure a successful renewal process and reduce churn. • Ongoing customer engagement to ensure DeleteMe has an appropriate billing method on file so DeleteMe can auto-renew applicable customers. • Updates to customer subscriptions and invoices to ensure a smooth billing process. • Maintaining Salesforce records to ensure data cleanliness. • Coordination with CSMs and Sales as needed when upsell opportunities become possible. • Coordinates with Finance to ensure invoices and subscriptions are accurate and timely. • Coordinates with CSMs and AEs when contracts/agreements are required. • Provide customer outreach at renewal and assist Account Executives to identify upsell opportunities for SMB customers. • Assist with customer offboarding for SMB clients.

Role Description Prisma is transforming the multifamily industry through innovative payment solutions and resident technology. We're looking for a strategic, commercially minded Customer Success Manager who thrives on building executive relationships, driving customer adoption, influencing revenue growth, and helping customers achieve measurable business outcomes. This is a highly visible role responsible for owning Prisma's most strategic and complex customer relationships. The Senior Customer Success Manager serves as the executive business leader for assigned accounts, partnering with senior customer stakeholders to maximize business value, drive adoption, identify revenue growth opportunities, and ensure long-term strategic success. This role requires a highly independent, consultative professional who is comfortable navigating ambiguity, influencing executive decision-makers, leading complex cross-functional initiatives, and acting as the quarterback for customer success across the organization. Responsibilities: - Own a portfolio of Prisma's largest and most strategic multifamily customers, serving as the executive relationship owner throughout the customer lifecycle. - Build trusted relationships with executive sponsors, regional leadership, and operational stakeholders by understanding their business objectives and aligning Prisma solutions to long-term strategic goals. - Develop multi-year strategic account plans that increase customer adoption, improve business outcomes, protect recurring revenue, and identify expansion opportunities. - Quarterback complex customer initiatives by aligning Sales, Product, Engineering, Support, Finance, Operations, and Implementation teams to deliver a seamless customer experience and successful business outcomes. - Lead Executive Business Reviews (EBRs), Quarterly Business Reviews (QBRs), and executive planning sessions that reinforce ROI, communicate strategic value, and influence executive decision-making. - Develop and execute customer Success Plans that align executive priorities with measurable adoption, retention, and growth objectives. - Drive customer adoption by developing tailored engagement strategies that increase resident utilization, payment volume, and overall platform value. - Proactively identify, develop, and influence expansion opportunities by understanding customer priorities, recommending additional Prisma solutions, building executive business cases, and partnering with Sales to drive revenue growth. - Monitor customer health, proactively identify business risks, and develop executive-level mitigation strategies that improve retention, protect recurring revenue, and strengthen customer partnerships. - Serve as the voice of the customer by uncovering business requirements, translating customer feedback into actionable insights, and influencing Product roadmap discussions. - Develop and maintain executive relationships while serving as the primary strategic advisor responsible for customer retention, growth, and long-term business planning across assigned accounts. - Influence customer business strategy by leveraging industry trends, benchmarking, and consultative recommendations that improve operational performance and maximize return on investment. - Assist in configuration of the product against customer specifications. - Ability to provide revenue forecasting reports to sales and leadership management. - Lead complex customer escalations with urgency and ownership, coordinating internal stakeholders and maintaining executive-level communication throughout resolution. - Use customer data, industry trends, financial metrics, and business insights to guide strategic conversations, identify opportunities, forecast customer growth, and influence customer success strategies. - Continuously improve the Customer Success organization by identifying scalable process improvements, mentoring teammates, sharing best practices, and contributing to the evolution of strategic account management. What Success Looks Like: - Success in a Customer Success Manager (CSM) role is measured by how effectively you help customers achieve their desired outcomes, deepen their relationship with the company, and drive long-term business growth. - It’s about being both a trusted advisor to the customer and a strategic partner to the business. Qualifications - 7+ years of experience in Enterprise Customer Success, Strategic Account Management, Enterprise SaaS, Consulting, or a related customer-facing leadership role. - Demonstrated success managing complex enterprise customer relationships and influencing executive stakeholders. - Proven ability to drive customer adoption, protect recurring revenue, and influence measurable revenue growth within existing customer portfolios. - Experience developing executive business cases and partnering with Sales to expand strategic customer relationships. - Strong commercial acumen with the ability to identify customer business challenges and translate them into growth opportunities. - Exceptional executive communication, presentation, negotiation, and relationship-building skills. - Strong organizational, analytical, consultative, and project management abilities. - Demonstrated ability to independently lead complex customer initiatives involving multiple cross-functional stakeholders. - Proficiency with CRM platforms such as HubSpot or Salesforce. - Ability to travel up to 20%. Preferred Experience - Experience in PropTech, FinTech, multifamily housing, digital payments, banking, or enterprise software. - Experience managing strategic customer portfolios representing significant recurring revenue. - Experience presenting to executive audiences including C-suite, Vice Presidents, and Regional Leadership. - Experience mentoring Customer Success professionals or leading cross-functional strategic initiatives. Benefits - Compensation range: $100,000 - $120,000. - Bonus programs. - 401(k) match. - Employee Stock Purchase Program (ESPP). - HSA and FSA options. - Financial wellness resources and employee discount programs. - Medical, dental, and vision coverage. - Mental health support for employees and dependents through Lyra Health. - Family planning and women’s health benefits through Carrot. - Gym membership reimbursement and virtual wellness programs (including yoga). - 3 weeks PTO to start, with unlimited PTO after year one. - Education expense reimbursement. - Leadership development programs. - Certified Payments Professional (CPP) certification support. Traditional Physical Requirements - Requires prolonged sitting, standing, bending, stooping and stretching. - Requires the ability to lift 10 pounds. - Requires eye-hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction). Join our team at Priority Technology Holdings, Inc. and be part of a dynamic and innovative company that is transforming the financial technology landscape. Together, we can shape the future of payments and banking solutions while providing unmatched value to our clients.

• Work closely with Promotions Customer Value team to align promotional and messaging pillars • Lead engagement strategy across VIP, partnerships, play-up and cross-sell focused initiatives • Work closely across CRM teams to create and manage testing strategy and communication plans • Create consistent process-first guidelines to ensure best-in-class customer experience for all Customer Value-led content • Ensure all CRM materials meet compliance and brand standards • Communicate how campaign mechanics, targeting strategy, segmentation framework and messaging adhere to broader Sportsbook CRM team goals • Analyze performance trends to optimize against key objectives