Customer Success Manager

Job title: Customer Success Manager

Reports to: Director, Operations- Prisma

Department: Prisma

Location: Remote

Grade: 17

Our Company: Priority Technology Holdings, Inc. is a leading financial technology company that specializes in providing integrated payments and banking solutions. Our innovative native platform empowers businesses to effortlessly collect, store, and send money in a scalable manner. We are committed to revolutionizing the way companies handle their financial transactions by offering cutting-edge technology and exceptional customer service.

Job Summary: We’re a fast-growing PropTech company transforming how real estate operates through cutting-edge technology, data, and industry expertise. We're looking for a Client Success Manager who is passionate about delivering exceptional customer experiences, growing strategic accounts, and making a measurable impact.In this role, you’ll be a trusted partner to our clients—driving product adoption, resolving challenges, uncovering growth opportunities, and ensuring long-term success.

RESPONSIBILITIES:Client Relationship Management

• Serve as the primary point of contact for a portfolio of key client accounts.
• Build and nurture long-term relationships with stakeholders at all levels.
• Lead weekly check-ins and strategic quarterly business reviews.

Client Growth & Performance

• Monitor account health including volume, revenue, and P&L performance.
• Identify opportunities for upselling and cross-selling based on client needs.
• Build and execute strategic account plans that drive measurable outcomes.

Onboarding, Adoption & Enablement

• Drive adoption through engagement campaigns, education, and best practices.
• Collaborate with internal teams to scale client success programs.

Reporting & Data Management

• Maintain up-to-date CRM records and customer data.
• Generate and share regular performance and health reports with clients and internal stakeholders.
• Leverage data insights to inform client strategies and internal planning.

Satisfaction, Retention & Billing

• Monitor customer satisfaction and NPS scores, following up on feedback.
• Manage renewal processes and support retention strategies.
• Partner with Finance and AR teams to ensure billing accuracy and resolve discrepancies.

MINIMUM REQUIREMENTS:

• 3–6+ years in a Customer Success, Account Management, or Client Services role.
• Experience in SaaS, PropTech, or a related B2B technology environment.
• Demonstrated success managing high-value accounts and delivering ROI.
• Excellent communication, relationship-building, and problem-solving skills.
• Comfort working cross-functionally with Sales, Product, and Support teams.

PREFERRED REQUIREMENTS:

• Knowledge of real estate, multifamily, or commercial property management.
• Experience with tools like Salesforce, HubSpot, Looker, or similar CRMs.
• Familiarity with analyzing P&L and other account performance metrics.
• Understanding of ACH, credit card transactions, refunds, chargebacks, etc.

Compensation and Benefits:

• Compensation range: $73,000-$90,000
• End of Year Discretionary Bonus
• Unlimited PTO after year 1 (3 weeks to start)
• Medical, Dental & Vision
• 401k Match
• Education Expense Reimbursement
• Gym Membership Reimbursement
• HSA and FSA
• Employee assistance program (EAP)

Traditional Physical Requirements

• Requires prolonged sitting, standing, bending, stooping and stretching.
• Requires the ability to lift 10 pounds.
• Requires eye-hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction).

Join our team at Priority Technology Holdings, Inc. and be part of a dynamic and innovative company that is transforming the financial technology landscape. Together, we can shape the future of payments and banking solutions while providing unmatched value to our clients.