Job title: Customer Success Manager-Letus

Reports to: Director, Operations- Prisma

Department: Prisma

Location: Greater Toronto or Metro Vancouver, Canada

Grade: 17

About Priority:

Priority Technology Holdings, Inc. is a leading financial technology company on a mission to deliver a personalized, easy-to-adopt financial toolset that accelerates cash flow and optimizes working capital for businesses. Our vision is to eliminate the barriers to unlocking revenue - empowering businesses to grow faster and operate smarter.

We achieve this through the Priority Commerce Engine, an innovative platform that combines payables, acquiring, and banking and treasury solutions. This unified approach allows businesses to streamline financial operations, reduce unnecessary costs, and uncover new revenue opportunities.

At Priority, we're driven by results. We expect our people to be known for results - bringing expertise, momentum, and relentless focus to every challenge, helping our clients and each other thrive.

About the Role

We are seeking a resourceful, persistent Customer Success Manager to reconnect with, research, and stabilize a portfolio of 100+ Letus customers across Canada. This is a hands-on relationship recovery role: you will identify the right contacts, uncover account histories and unmet needs, rebuild trust with disengaged customers, and establish a consistent engagement cadence. You will protect existing revenue, improve account visibility, resolve outstanding issues, and prepare customers for a potential future transition to Prisma.

Responsibilities

- Proactively re-engage every assigned customer, including dormant, difficult-to-reach, and at-risk accounts, using thoughtful, persistent multichannel outreach.
- Research customer organizations and verify current decision-makers, stakeholders, contact details, services, agreements, and account histories; maintain reliable CRM records.
- Investigate incomplete or conflicting information across internal systems and teams to establish an accurate picture of each account.
- Segment and prioritize the portfolio by revenue, engagement, churn risk, and chance; tailor outreach and account-review cadence accordingly.
- Conduct candid customer conversations to understand goals, past frustrations, unresolved issues, and opportunities to restore confidence and value.
- Coordinate with Support, Finance,



Legal, Sales, and Product to resolve issues, confirm commercial terms, and follow through on commitments.
- Identify retention risks early, execute recovery plans, and escalate material risks with clear recommendations.
- Monitor and report engagement, verified contacts, account health, open issues, retention, and reactivation progress.
- Identify appropriate expansion opportunities and educate customers about Prisma offerings and potential future migration.

What Success Looks Like

- Customers are contacted and relationships re-established across the portfolio, with clear next steps and an accountable point of contact.
- Key stakeholders, account details, agreements, and relationship status are verified and accurately documented.
- Dormant and at-risk accounts are reactivated or have clear, documented recovery plans; outstanding issues and retention risks decline.
- Leadership has dependable visibility into engagement, portfolio health, and readiness for a future Prisma transition.

Candidate Requirements

- Demonstrated success re-engaging inactive or dissatisfied customers and rebuilding relationships through persistence, empathy, and follow-through.
- Excellent investigative and online research skills; able to locate hard-to-reach decision-makers and reconcile fragmented account information.
- Experience in Customer Success, Account Management, or Client Services, ideally with a large portfolio or inherited book of business.
- Strong organization, prioritization, CRM discipline, and ability to manage high-volume outreach without sacrificing quality.
- Confident communicator comfortable handling difficult conversations and coordinating resolution across internal teams.
- Proactive, independent, commercially aware, and skilled at identifying churn risk and protecting customer relationships.

Preferred

- PropTech, multifamily, property management, payments, FinTech,



or SaaS; Canadian customer portfolios; contract/renewal administration; product transitions; bilingual English/French.

Work Environment & Culture:

We believe that performance and experience go hand in hand - an exceptional Employee experience is earned through contribution. We are a results-driven team, grounded in our core values: ownership, authenticity, service, trust, innovation, and camaraderie.

Our culture is built for those who want to make an impact. We challenge each other to grow, celebrate progress, and support one another through shared goals and real connection. Whether you're building technology, serving clients, or supporting internal teams, you’ll be part of a company that empowers you to perform at your best and be known for results.

Compensation & Benefits:

Compensation range: $80,000-$90,000, OTE $120k

We invest in the whole employee - personally and professionally. Our benefits package is designed to support your well-being, growth, and success - both inside and outside of work.

Financial Wellness

- Bonus programs
- 401(k) match
- Employee Stock Purchase Program (ESPP)
- HSA and FSA options
- Financial wellness resources and employee discount programs

Health & Well-being

- Medical, dental, and vision coverage
- Mental health support for employees and dependents through Lyra Health
- Family planning and women’s health benefits through Carrot
- Gym membership reimbursement and virtual wellness programs (including yoga)

Time Off

- 3 weeks PTO to start, with unlimited PTO after year one

Growth & Development

- Education expense reimbursement
- Leadership development programs
- Certified Payments Professional (CPP) certification support

We believe great performance starts with feeling supported - and we’ve built our benefits with that in mind.

Traditional Physical Requirements:

- Requires prolonged sitting, standing, bending, stooping and stretching.
- Requires the ability to lift 10 pounds.
- Requires eye-hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction).

Join our team at Priority Technology Holdings, Inc. and be part of a dynamic and innovative company that is transforming the financial technology landscape. Together, we can shape the future of payments and banking solutions while providing unmatched value to our clients.

📌 Customer Success Manager (Canada)
🏢 Priority Commerce
📍 Canada