Help shape the future of how people experience the digital world. You'll be at the forefront of an
exciting shift in how companies use data to attract, authenticate and engage their customers.
We’re actively looking to add exceptional people to our team who align with how we envision
ourselves culturally and professionally. As a lens to how outsiders see Payfone, you will
represent a team of people who love what they do and who they work with.

Position Summary
The Customer Success Manager will be the client’s main point of contact post-sale to ensure we
exceed their business needs and expectations. This role will focus on delivering the highest client
satisfaction to our top tier accounts, protecting and growing the revenue, relationship building and
commanding a deep knowledge of the client’s organization.
The Customer Success Manager will be the primary owner of communication with their assigned
clients via regular engagement to ensure the solution(s) is delivering the expected business
value. The successful candidate will understand any customer concerns and facilitate resolution
using both client and Payfone resources efficiently, including managing the escalation of support
inquiries as needed.
The Customer Success Manager must be a relationship management expert who is able to
maintain a deep knowledge of the client’s business objectives, industry and how Payfone delivers
value. They will also keep the client updated about solution enhancements, new Payfone
offerings. Through their relationship with the client, the Customer Success Manager will be able
to identify opportunities to expand the relationship via their existing use-cases and identify cross-
sell opportunities for Sales’ pursuit.

Responsibilities
As a member of the Customer Success organization, the Customer Success Manager will:
Establish reputation as trusted partner
Capture, track, manage and report on customer Pass Rate as customer-facing success
KPI
Own Customer Revenue forecasting and reporting and identify opportunities for boosting
revenue as a result of customer satisfaction
Achieve revenue goals through live client volume management and client contract
renewals
Conduct quarterly business reviews, presenting the status of the Payfone relationship,
active project(s) and the value achieved
Identify client business requirements, define use cases, and understand data sources to
match compelling customer pain points with product capabilities
Act as the client’s internal advocate at Payfone

Support the Implementation Manager during the customer onboarding process
Partner with internal project team(s) to define current and projected work flows that
translate business requirements to specifications to be supported using software
product(s)
Effectively manage assigned projects which may include data vendor partnerships,
compliance/regulatory administration, internal project documentation, documenting client
technical specifications for engineers and ongoing maintenance,
Identify, pursue and deliver account expansion within live use cases
Train clients in the use of our solutions,
Exceptional communication with mid to executive level internal and external customers

Education and Experience
3-5 years’ experience in a customer facing role or sales representative, preferably in
technology implementations, credit, management consulting or fintech
Track record of building and maintaining successful client relationships
Bachelor’s degree

Travel: 30 %
Sponsorship is not available for this position.

Compensation

A compensation package composed of a base salary, bonus or commission, and equity will be
structured to attract a uniquely qualified candidate. Excellent health benefits are included. No
sponsorship will be provided.
About Payfone
In today’s business world, a few bad actors can force businesses to treat all customers with
suspicion. This leads to client and employee frustration, higher operating costs and lower
revenue.
Payfone delivers seamless, non-intrusive verification using each mobile phone’s inherent identity
to provide top-tier protection for businesses and their customers.
Remove friction and drive user engagement with Payfone Instant Trust. It’s the best way to
enhance the customer experience while lowering risk, friction and fraud.
This position description should not be considered the final description of the position. It should
be assumed that we would, to some extent, structure responsibilities in accordance with the
successful candidate’s capabilities and changing business conditions.

Payfone is an equal opportunity employer committed to providing equal employment opportunity
for all people regardless of race, color, religion, gender or sexual orientation, age, marital status,
national origin, citizenship status, disability, veteran status or other personal characteristics.