Customer Success Manager - Partnerships

About Versapay 🚀

Versapay is the leader in Collaborative Accounts Receivable. The Versapay Collaborative AR Network is the first solution that empowers the genius of teams by bridging the gap between suppliers and buyers through a shared, digital experience. Versapay’s accounts receivable (AR) automation solutions and next-generation B2B payments network make billing and payments easier for enterprises, increasing efficiencies, accelerating cash flow, and dramatically improving the customer experience.

Founded in 2006, the company has grown into a global network of 9,000+ clients and 1,000,000+ users handling 40+ million new invoices and driving $60+ billion in global payment volume annually.

Versapay goes beyond traditional AR automation to deliver customer-driven experiences. The results? Versapay’s clients benefit from improved payment times and stronger customer relationships with an over 80% portal adoption rate.

Owned by Great Hill Partners, Versapay is based in Toronto with offices in Atlanta and Miami.

Think you might be the next Veep to join? Read on!!

Our Values

⭐️ We obsess over our customers.

⭐️ We help each other.

⭐️ We embrace diversity.

⭐️ We find better ways.

⭐️ We get things done.

⭐️ We own it.

Here’s how you’ll make a huge impact here – and on your career:

As a Customer Success Manager focusing on Partnerships at Versapay, you will manage long-term relationships of our Partners and their Clients by leading cross functional communication and serving as a trusted advisor to both parties. In this role, you will build strong relationships with our partners, develop a deep understanding of their clients and business, and explore ways that Versapay products and processes can better support their objectives. You’ll also leverage growing expertise of the entire ERP system to anticipate and resolve problems and drive product improvements.

You will be a critical part of the Client Services organization at Versapay. You will work as a project manager and liaison between our valued (VAR) Partners, Partner Sales, Implementation, Support and Development teams to resolve product, implementation, and or support escalations that come through VAR partners on behalf of their clients.

To accomplish this, you’ll need 2+ years of experience in Client Services, Project Management, and or Account Management working with Partners, Executive Stakeholders and Customers, in either fintech software or SaaS-based system integrations.

What You'll Do

• Propose improvements: Coordinate with other teams across our organization to propose scalable improvements to our customer journey. Identify product gaps and problems that affect multiple clients and forecast what those trends mean for future business.
• Advocate for Partners and their customers: Interact with sales, partner managers, professional services, and product team members on projects to resolve client issues and grow customer satisfaction. Effectively represent customers in driving product development for new integrations and features.
• Manage escalations and resolve customer problems: Project manage escalations and maintain visibility into customer issues and requests in partnership with our Professional Services and Customer Care team, ensuring partners and customers are updated regularly. Act as point of escalation for high severity requests and work cross-functionally to drive resolution.
• Liaison between customer and partner teams: Collecting additional information from the partner and the client to diagnose issued. Identifying key people within Versapay who will need to be involved in the resolution. Scheduling calls between partner, customer, and identified Versapay team members. Providing timely follow-ups recapping any notes from meetings and providing timelines/next steps. Informing Partner Sales team (RPM, NPM etc) on issue statuses and next steps. Specifically calling out any issues that may impact the Versapay partnership.

What You'll Bring To The Team

• Follow-through: High motivation, bias to action and strong prioritization. Can work proactively and independently to bring all assigned work to completion with speed and accuracy. Attention to detail with effective communication and documentation skills are paramount.
• Customer Obsession: Resolute focus on the needs of the customer above all, while recognizing and promoting the perspective of the Partner. View problems through the customer’s and partner’s lens first, basing decisions and prioritization around their needs. Asks questions to understand the 'why' behind these needs and the impact to their business.
• Empathy: Able to relate to others with a different view or experience. Quickly keys into the needs of customers or collaborators, demonstrating sensitivity in responding to challenges.
• Collaboration: Assertive with humility—able to lead change in a positive way. Maintains high standards for verbal and written communication and is always professional under pressure.
• Agility: Highly adaptive in the face of ambiguous and complex problems, taking a flexible and resourceful approach to new challenges. Able to seamlessly alternate between various tasks and roll with the punches when things change.
• Analytical thinking: Leverages experience and expertise to quickly identify and comprehend complex problems. Adept at understanding how technical things work and walking someone else through the details. Data-driven mindset, utilizing objective measures to assess success and improvement opportunities for customers.

All Of Our Veeps Live Out Our Core Values

We look for excellence: individuals that are better than we are and not only meet our values but bring value to our teams.

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. Think you have what it takes, but not sure you check every box? Apply to the role anyways. We’d love to talk and determine together whether you could be a great fit!

We are committed to providing an environment that is inclusive and accessible. Versapay is an equal opportunity employer and considers all applicants for employment without discrimination. Please let us know if accommodation for the recruitment/interview process is required and we will work with you to make sure your needs are addressed.