Customer Success Manager

Job Description

Customer Success Manager

About PayEm

PayEm is a global spend management and procurement platform that automates the Request-to-Reconciliation lifecycle for finance and procurement teams. Our solution includes corporate cards, customizable request forms, flexible approvals, and real-time budget visibility integrated with ERP data. With AI-powered invoice processing and self-service POs, PayEm reduces manual work while increasing transparency, control, and a culture of accountability.

Job Requirements

What You’ll Bring

• 4-6 years in customer-facing B2B SaaS roles (Customer Success, Account Management) with measurable impact on retention and growth.
• Background in finance roles (Controller, FP&A, Procurement, AP Management) or fintech experience.
• Proven experience leading onboarding through renewal for multi-stakeholder accounts; comfortable with exec-level communication.
• Strong grasp of finance operations (AP, procurement, spend management) and how software drives visibility, control, and savings.
• Familiarity with ERP-integrated workflows and data (ideally NetSuite/Priority or similar).
• Excellent communication, relationship-building, and influence skills; crisp written and verbal English.
• Ability to thrive in a fast-paced environment, prioritize effectively, and solve problems with a proactive, hands-on approach.
• Values aligned with PayEm: excellence, customer focus, innovation, and accountability.
• Experience working with US customer portfolios.
• Working days are Monday-Friday
  
  

• Own the end-to-end customer lifecycle. From onboarding and implementation through adoption, value realization, renewal, and expansion.
• Lead complex, multi-stakeholder programs across mid-market/enterprise accounts; establish executive alignment and run data-driven QBRs.
• Build and execute Success Plans tied to clear business outcomes (ROI, efficiency, compliance, budget control).
• Drive adoption of PayEm across cards, AP, P2P, and procurement workflows; identify use-case expansion opportunities.
• Influence roadmap as the Voice of the Customer; synthesize feedback for Product, advocate for usability, integrations, and controls.
• Partner cross-functionally with Sales, Product, R&D and Support to deliver seamless handoffs and rapid value.
• Leverage data and playbooks to prioritize actions at scale; iterate processes that improve time-to-value.
• Navigate ERP and integrations (e.g., NetSuite, Priority) to unblock data flows, approvals, and reporting for finance teams.