Client Success Manager

PayIt is a fast-growing GovTech company on a mission to modernize how residents interact and transact with government, improving the customer experience and helping our client agencies more efficiently and effectively achieve their missions. Our easy-to-implement platform consolidates government services and payments into one connected experience and enables our clients to drive resident trust, collect revenue quickly, and redeploy their staff to more important challenges. This innovative approach to government service delivery has garnered significant recognition in both the public and private sectors, including our inclusion in the GovTech 100 every year since 2017. PayIt solutions cover services including hunting and fishing licensing, DMV, courts, property tax, utilities, tolling, and more.

Our culture welcomes people who exhibit what we call “PayIt DNA”: High integrity, drive, grit, high aptitude, and team orientation. We are collaborative and passionate about the work we do to improve the lives of our government clients and the end users they serve. We have ambitious scaling goals, and we look for team members who are ready to roll up their sleeves, solve problems, and find new opportunities to win with our clients. And we have a lot of fun together.

PayIt is simplifying doing business with state, local, and federal government through its award-winning digital government and payment platform.

Along with our government partners, we are transforming the customer experience and making government more modern, convenient, and mobile.

As a Govtech 100 company four years in a row , PayIt is covering new ground and innovating experiences we can all relate to.

As a well-funded growth-stage startup, we recently raised over $100M+ from Insight Partners to continue to build on our best-in-class platform. We have a track record of success, being named The #1 Best Tech Start-Up In Kansas City, Missouri in 2020 and 2021 one of the Nation's Top Ten Government Tech Startups of the Year as well as one of Kansas City's Top Ten Startups to Watch . We are actively looking for people who are excited about our mission, those who are excited about helping our journey to make things like sitting at the DMV, getting a Driver’s License renewed, or paying a court ticket mobile and quick.

About the Role:

The Client Success Manager (“CSM”) is a strategic consultative role responsible for a portfolio of clients; driving optimal lifetime value and usage of the PayIt Platform and its services. The CSM works closely with key cross-functional teams, including Sales, Client Operations & Implementations, Client Integrations, Marketing, User Support, and Product Engineering to define, develop, and execute effective client strategies that support their client’s specific use cases and desired business outcomes, ultimately ensuring the health and prosperity of PayIt clients. You are responsible for developing and program managing roadmap initiatives, and serve as their daily source to provide training, support, issue resolution, and troubleshooting related to anything the PayIt client and its constituents consume on the PayIt platform.

What You’ll Be Doing:

• Develop a long-term roadmap with clients ensuring success of existing services while building effective relationships for continued adoption of new services. This roadmap is built collaboratively between key stakeholders and champions at the client and internal product capabilities and roadmaps. Understanding the platform is critical to articulating impacts of new features and functionalities, especially as they pertain to impacting clients’ business needs.
• Project management of client lifecycle including planning, project tasks, readouts, client status updates, issue tracking and resolution, and quarterly and annual business reviews.
• Work cross-functionally to align with other departments to achieve company-wide goals.
  • Responsible for establishing and coordinating client marketing strategy and tactics with PayIt marketing resources.
  • Responsible for developing, administering, and maintaining training and enablement for various PayIt specific Finance related tasks.
• Collaborate with other members of the Client Success team to ensure PayIt’s services are delivered accurately and timely. Support Client Operations Managers in implementation and integration process. Also serves as backup to Client Operations Managers in the event teammates are out of the office.
• Own ongoing client support needs post-deployment. By engaging with PayIt clients, you will apply critical thinking and problem-solving skills to research, troubleshoot, and provide solutions for issues of varying complexity.
• Deliver training to client. Train end-users in the features and functionality of the PayIt platform. Own the creation of client-facing documentation and user guides.
• Develop platform utilization and ROI analyses to support renewal conversations.

What You’ll Need to Have:

• A proactive, logical, and collaborative approach to solving complex problems.
• Proven experience serving as a thought leader, customer advocate, and trusted consultative partner for a portfolio of customers in a SaaS environment.
• Deep analytical skillset coupled with demonstrated high emotional quotient.
• Strong technical aptitude, with the ability to influence clients while managing complex project lifecycles.
• A strong client-facing track record delivering adoption insights, opportunities for services growth, client health, churn reduction, gap analysis, client resource requirements and dependencies, lifetime customer value, and client satisfaction scores.
• Experience working hands-on with management of large, complex strategic projects.
• Experience with Project Management and Collaboration Tools (i.e Confluence, Trello, Teams, Slack, Jira, etc.) Diagram and Visualization Solutions (i.e. Draw.IO, LucidChart, etc.), and Microsoft Office.
• Willingness to travel up to 30 percent of the time; travel varies based on project assignment requirements.

Why Work For Us:

• Our most important resource is our people. We value your feedback and have a unique environment where collaboration and bottom-up feedback about the problems we are solving is critical to our daily success.
• Saving someone’s day is a rewarding way to spend yours. We tackle complex challenges that are interesting to solve, and directly impact the lives of our neighbors, friends and ourselves.
• We know how to have fun and work toward something bigger than ourselves.
• Competitive salaries along with an excellent benefits package.
• Flexible and friendly work environment. We believe our culture permeates throughout our product and service, so it’s one of customer-first.
• We’ll provide all the resources you need to do your best work.

What We Care About:

High aptitude, high integrity people who are great communicators and want to be part of a growing team. We’re about openness, integrity, accessibility and great communication.

The usability of our products, sharing of ideas across teams, and commitment to the cities, counties, and states we serve are values.

NOTE: U.S. Citizens and all those authorized to work for any employer in the U.S. are encouraged to apply. We are unable to provide sponsorship at this time.

To all recruitment agencies: PayIt does not accept agency resumes. Please do not forward resumes to our careers’ alias, PayIt employees or any other company location. PayIt is not responsible for any fees related to unsolicited resumes.

Stay Up To Date On everything PayIt : Follow Us On Twitter , LinkedIn , Facebook , StackOverflow , and Instagram .

Within the parameters of this position, ensure the confidentiality, integrity, and availability, and exercise due care of, company, client, and citizen data that is stored, processed, and transmitted by and for PayIt, as outlined in PayIt’s Business Code of Conduct and Information Security Policies.

Why Work For Us:

• Our mission matters. Your work will make life better for our government agency clients and the millions of residents they serve.
• You’ll do some of the best work of your career here. We tackle complex challenges that are interesting to solve, and you’ll grow a ton working at PayIt
• People are our most important resource. Everyone has a voice. Collaboration is our default setting. And we have fun together.
• We #payitforward with our corporate volunteer program, serving the communities where we work and live.
• Competitive salaries, excellent benefits, flexible working arrangements, and all the resources you will need to do your best work.

What We Care About:

We hire high-aptitude, high-integrity people who are great communicators and want to be part of a growing team.

A Note About AI at PayIt
We love AI. We use it every day and encourage our team to find creative, effective ways to put it to work. If you join PayIt, you'll bring the same enthusiasm for exploring how AI can amplify impact, productivity, and innovation. During the interview process, though, we want to hear from you , not a model. Our goal is to understand how you actually think, solve problems, and communicate, so we ask that your live conversations and assessment responses be your own work.

Commitment to Equal Opportunity

PayIt is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law.

PayIt is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an email to the People Operations Team and let us know the nature of your request and your contact information.

NOTE: U.S. Citizens and all those authorized to work for any employer in the U.S. are encouraged to apply. We are unable to provide sponsorship in the United States at this time. PayIt participates in E-Verify. To learn more, click here . Canadian Citizens and those authorized to work in Canada without sponsorship are also encouraged to apply.

To all recruitment agencies: PayIt does not accept agency resumes. Please do not forward resumes to our careers’ alias, PayIt employees or any other company location. PayIt is not responsible for any fees related to unsolicited resumes.

Stay Current on PayIt Happenings : Follow Us On LinkedIn , Facebook , and Instagram .

Within the parameters of this position, ensure the confidentiality, integrity, and availability, and exercise due care of, company, client, and citizen data that is stored, processed, and transmitted by and for PayIt, as outlined in PayIt’s Business Code of Conduct and Information Security Policies.