Customer Success Manager
About the role
About VoPay International Inc.
VoPay’s Fintech-as-a-Service platform allows any business to embed financial services and payment capabilities into their existing applications, products or services through a single and scalable API. Our Integrated technology enables product managers and developers the flexibility and speed to build cutting-edge financial products.
The Opportunity
We’re looking for a highly driven Customer Success Manager
to take full ownership of client relationships post-sale. In this role, you'll ensure new customers are successfully onboarded, fully activated, and continuously engaged throughout their lifecycle. You’ll play a key role in identifying expansion opportunities, driving product adoption, mitigating risk, and maximizing customer retention and satisfaction.
Duties and Responsibilities
Customer Onboarding & Activation
- Own the post-sale relationship with customers and guide them through onboarding and first transaction activation
- Ensure a clean handoff from Sales with clear implementation timelines and measurable outcomes
Customer Engagement & Relationship Management
- Maintain regular and strategic contact with all accounts through calls, emails, and virtual meetings
- Build relationships with multiple stakeholders across each account to increase platform usage and value
Risk & Churn Management
- Monitor customer health metrics and proactively identify at-risk accounts
- Develop and execute success plans to mitigate churn and address customer pain points
Renewals & Retention
- Track contract end-dates and satisfaction metrics to drive timely renewals
- Act as the internal advocate for your accounts to ensure long-term value and retention
Expansion & Growth
- Identify and qualify upsell and cross-sell opportunities within your book of business
- Collaborate with Sales and Product teams to support commercial expansion
Strategic Reviews & Account Planning
- Conduct Quarterly Business Reviews (QBRs) with high-value accounts to align on goals, metrics, and roadmap updates
- Collaborate with internal teams to bring insights and feedback to product development
Process & CRM Discipline
- Maintain clean CRM hygiene with accurate notes, success plans, activities, and tracking
- Contribute to SOP development and improvements to scale Customer Success operations
Qualifications
- 5+ years of experience in a SaaS Customer Success, Account Management, or similar client-facing role
- Proven track record of driving renewals, upsells, and product adoption
- Strong understanding of payment technology or fintech is a plus
- Excellent interpersonal, communication, and problem-solving skills
- Proficiency in CRM systems (e.g., HubSpot or Salesforce), reporting tools, and account planning
- Self-motivated with a proactive mindset and strong organizational skills
Note:
This is a full-time, in-office role. Please apply only if you live in Vancouver and can commute to the downtown region.
About VoPay International Inc.
VoPay's Fintech-as-a-Service platform allows any company to embed financial services and payment capabilities into their existing applications, products and services through a single and scalable API. We offer a simple technology layer that enables digital enterprises to seamlessly offer secure, fast and direct bank account payments.
VoPay's unified technology stack eliminates the need to build the infrastructure and integrate multiple, disparate financial systems. Businesses can go to market faster and offer innovative financial solutions to their customers.
Using Open Banking powered payment technology, our intuitive platform offers a variety of payment tools including data intelligent account authentication, encrypted tokenization, transaction monitoring and automated reconciliations.
Available payments services include:
Intelligent Electronic Funds Transfer (iQ11): Accept instant bank account verification payments, improve payment speed and reduce NSFs.
VoPay Instant: Send funds to any bank account in Canada in real-time.
EFT / ACH: Seamlessly facilitate same-day EFT and ACH bank payment processing by connecting to North America's banking system.
Interac e-Transfer for Business: Send and Request unlimited real-time payments with higher funding limits with just an email.
Visa Direct: Send money directly to almost any Visa cardholder in real-time.
All payment solutions are available through API integration or through VoPay's online portal.
Customer Success Manager
About the role
About VoPay International Inc.
VoPay’s Fintech-as-a-Service platform allows any business to embed financial services and payment capabilities into their existing applications, products or services through a single and scalable API. Our Integrated technology enables product managers and developers the flexibility and speed to build cutting-edge financial products.
The Opportunity
We’re looking for a highly driven Customer Success Manager
to take full ownership of client relationships post-sale. In this role, you'll ensure new customers are successfully onboarded, fully activated, and continuously engaged throughout their lifecycle. You’ll play a key role in identifying expansion opportunities, driving product adoption, mitigating risk, and maximizing customer retention and satisfaction.
Duties and Responsibilities
Customer Onboarding & Activation
- Own the post-sale relationship with customers and guide them through onboarding and first transaction activation
- Ensure a clean handoff from Sales with clear implementation timelines and measurable outcomes
Customer Engagement & Relationship Management
- Maintain regular and strategic contact with all accounts through calls, emails, and virtual meetings
- Build relationships with multiple stakeholders across each account to increase platform usage and value
Risk & Churn Management
- Monitor customer health metrics and proactively identify at-risk accounts
- Develop and execute success plans to mitigate churn and address customer pain points
Renewals & Retention
- Track contract end-dates and satisfaction metrics to drive timely renewals
- Act as the internal advocate for your accounts to ensure long-term value and retention
Expansion & Growth
- Identify and qualify upsell and cross-sell opportunities within your book of business
- Collaborate with Sales and Product teams to support commercial expansion
Strategic Reviews & Account Planning
- Conduct Quarterly Business Reviews (QBRs) with high-value accounts to align on goals, metrics, and roadmap updates
- Collaborate with internal teams to bring insights and feedback to product development
Process & CRM Discipline
- Maintain clean CRM hygiene with accurate notes, success plans, activities, and tracking
- Contribute to SOP development and improvements to scale Customer Success operations
Qualifications
- 5+ years of experience in a SaaS Customer Success, Account Management, or similar client-facing role
- Proven track record of driving renewals, upsells, and product adoption
- Strong understanding of payment technology or fintech is a plus
- Excellent interpersonal, communication, and problem-solving skills
- Proficiency in CRM systems (e.g., HubSpot or Salesforce), reporting tools, and account planning
- Self-motivated with a proactive mindset and strong organizational skills
Note:
This is a full-time, in-office role. Please apply only if you live in Vancouver and can commute to the downtown region.
About VoPay International Inc.
VoPay's Fintech-as-a-Service platform allows any company to embed financial services and payment capabilities into their existing applications, products and services through a single and scalable API. We offer a simple technology layer that enables digital enterprises to seamlessly offer secure, fast and direct bank account payments.
VoPay's unified technology stack eliminates the need to build the infrastructure and integrate multiple, disparate financial systems. Businesses can go to market faster and offer innovative financial solutions to their customers.
Using Open Banking powered payment technology, our intuitive platform offers a variety of payment tools including data intelligent account authentication, encrypted tokenization, transaction monitoring and automated reconciliations.
Available payments services include:
Intelligent Electronic Funds Transfer (iQ11): Accept instant bank account verification payments, improve payment speed and reduce NSFs.
VoPay Instant: Send funds to any bank account in Canada in real-time.
EFT / ACH: Seamlessly facilitate same-day EFT and ACH bank payment processing by connecting to North America's banking system.
Interac e-Transfer for Business: Send and Request unlimited real-time payments with higher funding limits with just an email.
Visa Direct: Send money directly to almost any Visa cardholder in real-time.
All payment solutions are available through API integration or through VoPay's online portal.