Customer Success Manager

About This Role

This Customer Success Manager role is for a product expert and delivery engine who will partner with a Relationship Manager to demonstrate value to clients. The focus is on time to first value, user adoption, value attribution, and customer sentiment, ensuring project success for clients in heavy industrial sites.

Responsibilities

• Identify and execute on client value opportunities by discovering pain, building a plan, and delivering it
• Understand what each client values, continuously adapting as champions evolve and organizations change
• Stay attuned to the product and user level, understanding user experiences and changes
• Own value attribution and document cost savings, time saved, risk reduced, and process improvements to feed to the Relationship Manager
• Advocate for the customer inside Pay Shepherd, acting as the customer's voice to Product, Engineering, and leadership
• Create and follow up on idea tickets using existing processes
• Drive adoption by understanding what users care about and connecting the platform to their specific needs, showing value in their terms
• Run a detractor management plan on every account, knowing each detractor by name and having a plan to convert them to neutrals and then advocates
• Build advocacy with individual contributors and managers, driving insights upward from the operational floor to influence decisions
• Capture client referrals and references, turning advocates into references, case studies, and referrals
• Own client NPS, tracking customer sentiment as a signal and scorecard

Requirements

• Thrive in a fast-paced, ever-evolving environment
• Passionate about bringing innovation to transitional industries
• Experience in Heavy Industry or Technology
• Proactive at creating creative solutions to complex problems
• Client focused, committed to delivering exceptional service
• Excel at collaboration
• Treat AI as a core part of how you work

About the Company

Pay Shepherd envisions a future where heavy industrial sites operate with maximum efficiency and minimal administrative burden. Their strategy focuses on building a comprehensive and user-friendly contractor management platform, fostering better relationships between contractors and clients, and ensuring project success. The company has an aggressive growth plan.