Client Success Manager

SupportPay is seeking a Customer Success Manager to help employers support their employees’ financial wellness by driving adoption, engagement, and retention of our Modern Family Finances platform.

Responsibilities will include:

• Lead post-sale onboarding and implementation for enterprise customers
• Partner with HR leaders to design rollout strategies tailored to their workforce
• Co-create campaigns and communications with Marketing to drive awareness and adoption
• Ensure seamless, timely launches and ongoing optimization and engagement
• Drive employee utilization and meaningful engagement with the platform, including bank account setup and payment execution
• Identify and address adoption barriers through education and outreach
• Own customer health and success planning to support strong renewal outcomes
• Identify expansion opportunities through increased adoption, additional employee populations, or expanded use cases
• Partner with Sales on renewal and expansion conversations, providing insight and strategic context
• Build long-term relationships positioning SupportPay as a trusted, indispensable partner
• Own customer success KPIs, including utilization, engagement, and satisfaction (NPS)
• Deliver monthly and quarterly reports to HR leaders, translating metrics into clear insights
• Demonstrate ROI and impact to support renewals and expansions
• Work closely with Sales, Marketing, Customer Support, and Product teams
• Provide feedback on customer needs, pain points, and opportunities to help shape product and go-to-market evolution

You’re a great fit if you:

• Have 3+ years of experience in Customer Success, Account Management, or post-sale ownership roles in B2B SaaS
• Have experience working directly with HR teams and benefits stakeholders
• Have a proven ability to drive employee adoption and utilization across diverse workforces
• Are comfortable engaging and influencing stakeholders from Manager through VP and SVP levels
• Have strong executive presence and can connect product value to business outcomes
• Have a data-driven mindset with experience owning KPIs tied to retention and growth
• Have experience using HubSpot or similar CRM platforms
• Are empathetic, proactive, and outcome-oriented, taking ownership of customer success
• Value structure, communication, and clarity, and are energized by helping customers succeed

Who should not apply:

• Candidates who prefer transactional account management over long-term relationship building
• Those uncomfortable influencing outcomes without direct authority
• People who view renewals as someone else’s responsibility
• Anyone not motivated by improving real outcomes for employees and families

Total Compensation

The base salary range is $90,000 - $100,000, with a performance bonus of 10% - 20% variable based on utilization rate, engagement metrics, and retention/renewals.

This is an opportunity to play a foundational role in shaping customer success in a new category, with real ownership, meaningful relationships, and the chance to make a tangible difference in the lives of employees and their families.