Customer Success Manager
VoPay
Administration
British Columbia, Canada · Vancouver, BC, Canada
Posted on Aug 1, 2025
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.