Client Success Manager

Purpose 

The Client Manager oversees all aspects of client relationships, ensuring the highest level of client satisfaction. They act as the client’s PayByPhone advocate to build strong, long term relationships. This entails identifying different ways to increase adoption, ensuring client questions are addressed, and onboarding new clients by acting as their project manager. Success in this role should ultimately lead to the renewal of our contracts, an increase in PayByPhone adoption, and result in positive references from our clients.  

Responsibilities 

• Build strong, long-term relationships with assigned clients 

• Partner with clients to drive adoption of PayByPhone 

• Renewal of Clients’ contract with PayByPhone 

• Overall responsibility for day-to-day management of numerous clients 

• Project manage new clients onboarding activities including: define project scope, schedule, and task lists as well as set up of client locations, testing, and internal communications 

• Coordinate communications between internal and client’s marketing team 

• Assist with client query resolution; routing questions and enquiries internally as appropriate, securing satisfactory answers and responding to clients in a timely manner 

• Regular check-ins with client on a monthly/quarterly basis 

• Organize, document, and communicate project post go-live analyses 

• Upsell of additional PayByPhone product(s) where appropriate 

• Work to engage, retain and develop client partnerships and grow revenue 

• Collaborating with internal PayByPhone teams, especially Product Development on upcoming features and identified defects. 

• Coordinate with Commercial team on Client account management 

• Escalate queries and issues when appropriate 

• Provide training to clients on PayByPhone product suite 

• Ensure Salesforce (SFDC) is regularly updated 

Required Qualifications 

Essential Knowledge, Skills, and Experience 

Demonstrated experience / projects 

• Minimum 5 years of prior experience in client account management  

Technical / Hard Skills 

• Strong proficiency in MS Office Suite, specifically Excel 

• Salesforce experience an asset  

People Management experience (if applicable) 

• Able to train and mentor junior team members  

Years of Experience 

• Minimum 5 years of prior experience in client account management 

• Minimum 3 years of project management experience dealing with clients in a technical environment 

• Previous sales skills is an asset 

Education (post-secondary, certification, etc.) 

• Bachelor’s degree in Business Administration, Computer Science, Information Systems OR an equivalent combination of training and experience
  

Travel:

• Ability to travel throughout Canada and the United States for client meetings, conferences, trade shows, and other business-related events.
• Ability to travel up to 25–50% of the time as required.

About PayByPhone

At PayByPhone, our strength is our people. Behind our product is a talented, creative, and driven multi-disciplinary team united by a shared ambition: to make everyday mobility simpler. We believe innovation should be collaborative, learning should be constant, and work should be enjoyable. As we grow, we’re looking for people who want to grow with us.
Together, we’re on an ambitious mission to create intuitive technology solutions that deliver world-class user experiences. We are a fast-growing, forward-thinking company and already help more than 60 million users across North America and Europe. Our technology helps millions of consumers pay quickly, easily, and securely — without waiting in line, carrying change, or worrying about costly fines.

We operate in a world that’s constantly evolving — and change is something we embrace. Our values guide how we show up for one another and for our customers every day. In short, we:

• Make things happen
• Stay curious
• Work together
• Have fun
• See through our customers’ eyes

These principles shape how we collaborate, innovate, and deliver on our commitments.

We’re also committed to fostering a diverse and representative workforce and an inclusive environment where everyone is treated with respect and fairness. We do not tolerate discrimination or harassment in our workplace or throughout our hiring process. Our hiring decisions are grounded in business needs, role requirements, and individual qualifications — ensuring we reflect the talent and communities we serve.
Want to see our values in action? Visit our Instagram and LinkedIn. Curious about the story behind our values? Head over to our About Us page to learn more.