VoPay’s Fintech-as-a-Service platform enables any business to embed financial services and payment capabilities into their existing applications, products, or services through a single, scalable API. Our integrated technology gives product managers and developers the flexibility and speed to build innovative financial solutions in a rapidly evolving industry.

About the Role: You will be responsible for ensuring customers are successfully onboarded, fully activated, and continuously deriving value from our platform. Acting as the technical voice of Customer Success, you’ll guide clients through implementation, troubleshoot complex issues, and serve as a key bridge between customers and internal teams including Product and Engineering.

This role plays a critical part in driving product adoption, maximizing retention, and identifying expansion opportunities across a portfolio of accounts.

Key Responsibilities: Customer Onboarding &

- Activation Own the post-sale customer journey from onboarding through first transaction and beyond

Ensure seamless handoffs from Sales with clear timelines, goals, and success metrics

Guide customers through product setup and configuration aligned to their business needs

Customer Engagement &

- Relationship Management Build and maintain strong relationships with key stakeholders across customer organizations

Lead regular touchpoints including calls, check-ins, and strategic meetings

Drive ongoing engagement and platform adoption across accounts

Translate customer feedback into actionable insights for internal teams

Technical Troubleshooting &





- Advocacy Investigate and triage complex customer issues with a structured, analytical approach

Collaborate with Product and Engineering to resolve technical challenges

Use tools such as SQL queries or log analysis to validate and troubleshoot issues

Clearly communicate technical concepts to both technical and non-technical stakeholders

Monitor customer health and proactively identify risks to retention

Develop and execute success plans to address challenges and improve outcomes

Act as a trusted advisor to ensure long-term customer satisfaction

Renewals, Expansion &

- Growth Own and drive customer renewals by demonstrating measurable business value

Identify and execute upsell and cross-sell opportunities

Partner with Sales and Product teams to support account growth strategies

Strategic Account Management Lead Quarterly Business Reviews (QBRs) with key accounts

Align on performance metrics, success milestones, and future goals

Provide insights to Product teams to help shape roadmap priorities

Process &

- Operational Excellence Maintain accurate and up-to-date CRM records, including account activity and success plans

Contribute to building scalable processes, playbooks, and best practices





Ensure consistent execution across a portfolio of accounts

Support customers in navigating the complexities of payment processing, including settlement timing, failures, and exceptions Develop a deep understanding of payment rails (e.g., EFT/ACH, wires, real-time payments)

Identify and escalate risks related to payment failures, fraud signals, or compliance concerns

Partner with Compliance and Risk teams to ensure adherence to regulatory and operational requirements

Proactively manage customer expectations around payment limits, controls, and processing timelines

PLUS: Experience working with APIs in a payments or fintech environment

Understanding of compliance and regulatory considerations (KYC, AML is a plus)

Qualifications: 5+ years of experience in Customer Success, Account Management, or a similar client-facing SaaS role

Proven track record of driving renewals, expansions, and solid customer retention

Strong communication, relationship-building, and problem-solving skills

Experience with CRM systems (e.g., HubSpot), reporting tools, and account planning frameworks

Highly organized, proactive, and able to manage multiple accounts simultaneously

Preferred qualification: Proficiency in both French and English is considered an asset.

Technical Skills: Experience troubleshooting technical issues in a SaaS environment

Ability to query databases (e.g., SQL) to investigate and validate issues

Code literacy — able to read and understand code/logs to effectively collaborate with engineering teams

📌 Senior Customer Success Manager (Vancouver)
🏢 VoPay
📍 Vancouver