Note: The job is a remote job and is open to candidates in USA. Priority Technology Holdings, Inc. is a leading financial technology company focused on delivering innovative payment solutions. The Customer Success Manager will be responsible for managing strategic customer relationships, driving adoption, and ensuring long-term success for Prisma's multifamily customers.
Responsibilities
- Own a portfolio of Prisma's largest and most strategic multifamily customers, serving as the executive relationship owner throughout the customer lifecycle
- Build trusted relationships with executive sponsors, regional leadership, and operational stakeholders by understanding their business objectives and aligning Prisma solutions to long-term strategic goals
- Develop multi-year strategic account plans that increase customer adoption, improve business outcomes, protect recurring revenue, and identify expansion opportunities
- Quarterback complex customer initiatives by aligning Sales, Product, Engineering, Support, Finance, Operations, and Implementation teams to deliver a seamless customer experience and successful business outcomes
- Lead Executive Business Reviews (EBRs), Quarterly Business Reviews (QBRs), and executive planning sessions that reinforce ROI, communicate strategic value, and influence executive decision-making
- Develop and execute customer Success Plans that align executive priorities with measurable adoption, retention, and growth objectives
- Drive customer adoption by developing tailored engagement strategies that increase resident utilization, payment volume, and overall platform value
- Proactively identify, develop, and influence expansion opportunities by understanding customer priorities, recommending additional Prisma solutions, building executive business cases, and partnering with Sales to drive revenue growth
- Monitor customer health, proactively identify business risks, and develop executive-level mitigation strategies that improve retention, protect recurring revenue, and strengthen customer partnerships
- Serve as the voice of the customer by uncovering business requirements, translating customer feedback into actionable insights, and influencing Product roadmap discussions
- Develop and maintain executive relationships while serving as the primary strategic advisor responsible for customer retention, growth, and long-term business planning across assigned accounts
- Influence customer business strategy by leveraging industry trends, benchmarking, and consultative recommendations that improve operational performance and maximize return on investment
- Assist in configuration of the product against customer specifications
- Ability to provide revenue forecasting reports to sales and leadership management
- Lead complex customer escalations with urgency and ownership, coordinating internal stakeholders and maintaining executive-level communication throughout resolution
- Use customer data, industry trends, financial metrics, and business insights to guide strategic conversations, identify opportunities, forecast customer growth, and influence customer success strategies
- Continuously improve the Customer Success organization by identifying scalable process improvements, mentoring teammates, sharing best practices, and contributing to the evolution of strategic account management
Skills
- 7+ years of experience in Enterprise Customer Success, Strategic Account Management, Enterprise SaaS, Consulting, or a related customer-facing leadership role
- Demonstrated success managing complex enterprise customer relationships and influencing executive stakeholders
- Proven ability to drive customer adoption, protect recurring revenue, and influence measurable revenue growth within existing customer portfolios
- Experience developing executive business cases and partnering with Sales to expand strategic customer relationships
- Strong commercial acumen with the ability to identify customer business challenges and translate them into growth opportunities
- Exceptional executive communication, presentation, negotiation, and relationship-building skills
- Strong organizational, analytical, consultative, and project management abilities
- Demonstrated ability to independently lead complex customer initiatives involving multiple cross-functional stakeholders
- Proficiency with CRM platforms such as HubSpot or Salesforce
- Ability to travel up to 20%
- Experience in PropTech, FinTech, multifamily housing, digital payments, banking, or enterprise software
- Experience managing strategic customer portfolios representing significant recurring revenue
- Experience presenting to executive audiences including C-suite, Vice Presidents, and Regional Leadership
- Experience mentoring Customer Success professionals or leading cross-functional strategic initiatives
Benefits
- Bonus programs
- 401(k) match
- Employee Stock Purchase Program (ESPP)
- HSA and FSA options
- Financial wellness resources and employee discount programs
- 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)
- 3 weeks PTO to start, with unlimited PTO after year one
- Education expense reimbursement
- Leadership development programs
- Certified Payments Professional (CPP) certification support
Company Overview