Customer Success Manager

Job Description

Customer Success Manager

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.

• 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.