Customer Success Manager, Payactiv
$80-95k
+ Additional commission based on performance of accounts
Office located in Rochester NY
Allowing early access to monthly paycheques
Open for applications
Allowing early access to monthly paycheques
201-500 employees
Open for applications
$80-95k
+ Additional commission based on performance of accounts
Office located in Rochester NY
201-500 employees
Company mission
To bring security, dignity, and savings to people who help create our economy.
Role
Who you are
- Proven track record of successful customer service/relations skills
- Experience managing/ growing/ retaining clients with 5K+ employees
- Proven work experience of 3-5 years as a CSM in the B2B or B2B2C SAAS/fintech industry
- Experience working in Human Resources / Employer a plus
- Strong problem-solving and negotiation skills
- Ability to manage multiple tasks/projects and deadlines simultaneously
- Ability to identify and resolve exceptions and interpret data
- Understanding of communication and marketing strategies
- Demonstrable ability to communicate (written and verbal), present, and influence customer stakeholders including C-level
- Strong presentation, interpersonal, verbal, and written communication skills
- Understanding of performance metrics or KPIs
- Bachelor’s degree, or equivalent work experience
What the job involves
- As a Payactiv Customer Success Manager, you will be developing strong relationships with enterprise employer customers, working with operational staff, the activation team, and key business executives, and driving the adoption of our products
- This role is responsible to ensure customer satisfaction through exemplary service, being a product expert, and delivering value to the customer
- This role will retain employers/customers and also identify and close new growth opportunities with them
- Account management from kickoff, activation, launch, account planning, and through the customers' life cycle
- Manage a book of business with a portfolio of employer customers
- The main point of contact for all employer customer account management matters
- Be the product expert and provide product usage training/guidance
- Develop trusted advisor relationships with customer stakeholders and executives
- Deliver Quarterly Account Reviews to customers
- Collaborate with internal teams including activation, Support, finance, and Product to ensure the highest customer satisfaction
- Retain customers through proactive risk identification and mitigation
- Identify, forecast, and develop new growth opportunities (referrals, product up-sell / cross-sell, and expansion to other divisions/locations/regions) with existing customers
- Be the orchestrator during customer escalations ensuring a speedy resolution
- Deliver and exceed on performance metrics (KPIs) defined for this role
- Facilitate customer feedback and work with the product team to enhance/innovate product
- Analyze data through reports and trends, leverage it to drive actions with customers
- Deliver and articulate value to customers through QBR and other methods
Otta's take
Xav Kearney
CTO of Otta
PayActiv technologies enable employees to access their earned wages immediately, eliminating delays and reducing the need for overdrafts or payday loans. This service functions as a cash advance and integrates seamlessly with most payroll providers. Beyond wage advances, the PayActiv app offers various tools for financial management and savings encouragement.
Critics compare the $5 fee for early wage access to high-interest payday loans. However, CEO Safwan Shah highlights that late fees and overdraft fees can reduce monthly wages by about 7% on average. Additionally, companies using PayActiv see a reduction in staff turnover by a third. In a notable move, PayActiv has waived fees for senior care workers.
The system has been successfully implemented by major corporations, including Walmart, Pizza Hut, Subway, and Uber, providing substantial support to their workforce. PayActiv's approach is part of a broader trend where earned wage access (EWA) is becoming a popular employee benefit among large employers such as Amazon and McDonald’s. Studies indicate that EWA programs help attract and retain talent among other benefits so PayActiv's service is likely to be popular and support it's scaling.
Insights
Some candidates hear
back within 2 weeks
5% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Aug 2020
$100m
SERIES C
Oct 2018
$20m
SERIES B
Total funding: $133.9m
Company benefits
- Fully paid health, dental and vision insurance
- 401K, traditional and Roth
- Tuition Assistance or Tuition Reimbursement
- Monthly Gym Reimbursement
- Paid time off to volunteer
- Paid Family Leave (California)
- Paid Vacations
- Complimentary office lunches
- Opportunity to grow
- Opportunity to work with a great team committed to making a difference
Company HQ
Loma Linda, San Jose, CA
Founders
Safwan Shah
(CEO)They started their career at Bioserve Space Technologies, Fourth Wave, and Infonox for 19 years, before working as a TSYS Group Executive and President of Infonox. They co-founded Payactiv in August 2012, while working as an Advisor and Board Member.
Sohail Aslam
(CTO)Having studied at San Jose State University, they worked with Safwan at Infonox before joining Microsoft as a Senior Engineer. They worked at Canfield Scientific before co-founding Stookle in 2008, and Payactiv in 2012.
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