Note: The job is a remote job and is open to candidates in USA. PEX provides a workforce spend management platform with card controls, real-time visibility, and automated reconciliation capabilities. The Customer Success Manager owns customer relationships from onboarding through renewal, driving platform adoption, measurable value, engagement, retention, and expansion across a portfolio of accounts.
Responsibilities
- Serve as the primary relationship owner for a portfolio of customers across a variety of industries and sizes
- Manage the post-sale customer journey: onboarding, training, implementation, adoption, success planning, and renewals
- Conduct Executive Business Reviews (EBRs) to highlight value delivered, align on key initiatives, and identify expansion opportunities
- Monitor and drive health metrics: utilization rates, feature adoption, customer satisfaction (NPS), overall engagement and Net Spend Retention (NSR)
- Deliver targeted training sessions and best practice guidance to maximize customer success
- Gain deep expertise in the PEX platform, including core functionality, features, and integrations, to serve as a subject matter expert (SME) for customers and internal stakeholders
- Apply working knowledge of PEX tools to troubleshoot elevated issues, configure features, and guide customers through complex workflows
- Understand the "why" behind customer needs, aligning PEX’s capabilities with their operational goals
- Act as a customer advocate, sharing feedback with Product, Engineering, and other internal teams
- Identify and mitigate risks of churn, while proactively creating expansion opportunities
- Collaborate cross-functionally with Sales, Marketing, Product, and Support to deliver a unified customer experience
- Use tools like Salesforce, Monday.com, Gong, and Google Suite to manage activities, communication, and reporting
- Constantly look for ways to improve processes and scale the Customer Success function at PEX
- Apply working knowledge of PEX tools to troubleshoot elevated issues, configure features, and guide customers through complex workflows
- Leverage AI tools (e.g., Claude, ChatGPT, Devin) to work more efficiently by accelerating account research, drafting customer communications and internal content, surfacing usage insights, and streamlining internal workflows
Skills
- • Bachelor's degree
- • 3+ years in Customer Success, Account Management, or a related client-facing role
- • Proven track record of managing a portfolio of accounts and achieving retention/expansion goals
- • Expertise in consultative selling, problem-solving, and conflict resolution
- • Strong communication, presentation, and project management skills
- • Ability to work cross-functionally in a fast-paced, collaborative environment
- • Self-motivated, adaptable, and open to feedback
- • Experience in fintech, payments, prepaid cards, credit cards, expense management, or disbursement platforms
- • Familiarity with Google Suite, Microsoft Office, Monday.com, Salesforce, Claude, ChatGPT, and Gong
Benefits
- Be part of a team that’s reshaping spend management for the modern workforce.
- Work with passionate, driven people in a culture built on innovation, collaboration, and respect.
- Grow your career with opportunities to shape the future of Customer Success at PEX.
Company Overview