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 creative financial solutions in a rapidly evolving industry.About the RoleYou 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 ResponsibilitiesCustomer Onboarding & ActivationOwn the post-sale customer journey from onboarding through first transaction and beyondEnsure seamless handoffs from Sales with clear timelines, goals, and success metricsGuide customers through product setup and configuration aligned to their business needsCustomer Engagement & Relationship ManagementBuild and maintain strong relationships with key stakeholders across customer organizationsLead regular touchpoints including calls, check-ins, and strategic meetingsDrive ongoing engagement and platform adoption across accountsTranslate customer feedback into actionable insights for internal teamsTechnical Troubleshooting & AdvocacyInvestigate and triage complex customer issues with a structured,



analytical approachCollaborate with Product and Engineering to resolve technical challengesUse tools such as SQL queries or log analysis to validate and troubleshoot issuesClearly communicate technical concepts to both technical and non-technical stakeholdersMonitor customer health and proactively identify risks to retentionDevelop and execute success plans to address challenges and improve outcomesAct as a trusted advisor to ensure long‑term customer satisfactionRenewals, Expansion & GrowthOwn and drive customer renewals by demonstrating measurable business valueIdentify and execute upsell and cross‑sell opportunitiesPartner with Sales and Product teams to support account growth strategiesStrategic Account ManagementLead Quarterly Business Reviews (QBRs) with key accountsAlign on performance metrics, success milestones, and future goalsProvide insights to Product teams to help shape roadmap prioritiesProcess & Operational ExcellenceMaintain accurate and up‑to‑date CRM records, including account activity and success plansContribute to building scalable processes, playbooks, and best practicesEnsure consistent execution across a portfolio of accountsSupport customers in navigating the complexities of payment processing, including settlement timing,



failures, and exceptionsDevelop a deep understanding of payment rails (e.G., EFT/ACH, wires, real‑time payments)Identify and mitigate risks related to payment failures, fraud signals, or compliance concernsPartner with Compliance and Risk teams to ensure adherence to regulatory and operational requirementsProactively manage customer expectations around payment limits, controls, and processing timelinesExperience working with APIs in a payments or fintech environmentUnderstanding of compliance and regulatory considerations (KYC, AML is a plus)Qualifications5+ years of experience in Customer Success, Account Management, or a similar client‑facing SaaS roleProven track record of driving renewals, expansions, and strong customer retentionStrong communication, relationship‑building, and problem‑solving skillsExperience with CRM systems (e.G., HubSpot), reporting tools, and account planning frameworksHighly organized, proactive, and able to manage multiple accounts simultaneouslyPreferred qualification: Proficiency in both French and English is considered an asset.Technical SkillsExperience troubleshooting technical issues in a SaaS environmentAbility to query databases (e.G., SQL) to investigate and validate issuesCode literacy — able to read and understand code/logs to effectively collaborate with engineering teamsSalary Range: $90,000- $100,000VoPay International Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.#J-18808-Ljbffr

📌 Senior Customer Success Manager - $90,000 - $100,000 A Year (Winnipeg)
🏢 VoPay International
📍 Winnipeg