• Job Description

  Req#: 3938190
  About Payliance
  
  Founded in 2007, Payliance is a trusted leader in payment processing, helping businesses move money faster, safer, and smarter. Today, we process more than $63 billion annually, support 40,000+ merchant locations, and serve over 350 lending clients-empowering them to streamline payment acceptance, lower costs, and reduce fraud risk.
  
  We offer an all-in-one platform for real-time funding, payment processing, account verification, and recovery services, giving lenders the technology and tools they need to operate efficiently and confidently.
  
  What sets Payliance apart is our blend of modern technology, deep industry expertise, and a highly collaborative, people-first culture. We partner closely with clients to design payment experiences that are secure, compliant, and built to scale.
  
  Backed by Serent Capital, a growth-focused private equity firm, we're continuing to expand our capabilities, accelerate innovation, and deliver measurable results for our clients.
  
  If you're looking to join a team where your work directly shapes how money moves across the payments ecosystem-and where innovation, ownership, and impact are encouraged-Payliance is an exciting place to grow.
  
  About the Role
  
  The Client Success Manager (CSM) is responsible for ensuring Payliance clients achieve maximum value from our platform, driving satisfaction, retention, and growth. This role serves as a trusted advisor, helping clients optimize payment workflows, navigate the lending/payments ecosystem, and unlock new opportunities for efficiency and performance.
  
  The CSM manages a portfolio of accounts, guiding clients through onboarding new services, providing strategic consultation, and proactively identifying ways to improve outcomes. You'll collaborate closely with Product, Sales, Risk, Compliance, and Support to ensure a seamless and positive client experience.
  
  This position is ideal for a relationship-driven professional with strong problem-solving skills and a passion for helping customers achieve measurable results.
  
  What You'll Do
  Client Relationship Management
  • Serve as the primary point of contact and trusted advisor for an assigned portfolio of clients.
  • Develop a deep understanding of client goals, workflows, and operational challenges.
  • Conduct regular business reviews to highlight value, performance metrics, and optimization opportunities.
  • Foster long-term relationships that lead to high satisfaction and renewal rates.
  Strategic Guidance & Value Delivery
  • Provide recommendations on how to best use Payliance solutions to support clients' business objectives.
  • Educate clients on platform capabilities, new features, and best practices.
  • Identify opportunities for clients to expand usage or adopt additional Payliance solutions in support of their business needs.
  • Support clients in navigating ACH, RCC, card, RTP, and compliance-related requirements.
  Account Growth & Retention
  • Monitor client health, usage trends, and key metrics to spot risk early.
  • Identify and close upsell and cross-sell opportunities.
  • Ensure successful renewals through proactive engagement and value demonstration.
  Cross-Functional Collaboration
  • Partner with Product to advocate for client needs and share actionable insights.
  • Coordinate with Support, Risk, Technology and Compliance to resolve issues and ensure smooth operations.
  Operational Excellence
  • Maintain accurate client contacts, notes, contracts, and opportunity plans in Salesforce.
  • Track KPIs and provide reporting internally and externally as needed.
  • Contribute to process improvements and scalable Client Success initiatives.
  
  Compensation & Benefits
  
  Competitive base salary + performance bonus based on retention and client success metrics. Full benefits package including medical, dental, vision, STD, LTD, life insurance, 401(k), and PTO.
  
  Work Environment
  
  Remote-first with collaboration across U.S. time zones. Occasional travel may be required for conferences, client visits, or team meetings.
  
  Equal Employment Opportunity
  
  Payliance is an equal opportunity employer. We value diversity and strive to create an inclusive workplace for everyone. Discrimination or harassment of any kind-based on race, color, sex, religion, sexual orientation, gender identity, national origin, age, disability, genetic information, or pregnancy-is not tolerated. We also ensure that qualified individuals with disabilities are treated fairly in all aspects of employment. Reasonable accommodations are available throughout the application and employment process.
  
  Requirements
  
  What You'll Bring
  Required Qualifications
  • 3-5+ years in Client Success, Account Management, or Customer Success-preferably in payments, fintech, lending, SaaS, or financial services.
  • Experience in payments, ACH, RCC, card networks, RTP, or lending operations.
  • Proven ability to build strong customer relationships and deliver strategic guidance.
  • Strong communication, presentation, and customer-facing skills.
  • Excellent organizational skills with the ability to manage multiple accounts and priorities.
  • Analytical mindset with the ability to understand client data, workflows, and performance indicators.
  • Proficiency with CRM tools such as Salesforce.
  Preferred Qualifications
  • Familiarity with LMS integrations and the lending technology ecosystem.
  • Background working with high-volume transactional environments.
  • Ability to travel occasionally for client meetings, team events, or industry conferences.
  
  How Your Success Will Be Measured
  • Client Retention: Renewal rates and reduction of churn risk.
  • Client Health: Usage trends, satisfaction scores, and engagement levels.
  • Value Delivery: Platform adoption, performance improvements, and documented client outcomes.
  • Growth Contribution: Cross-sell/ upsell opportunities originated or influenced.
  • Operational Excellence: Accuracy of CRM documentation, responsiveness, and adherence to processes.

• About the company

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