Customer Success Manager

Job title: Customer Success Manager
Reports to: Director, Operations- Prisma

Department: Prisma

Location: Arizona or Remote

Grade: 17

Our Company: Priority Technology Holdings, Inc. is a leading financial technology company that specializes in providing integrated payments and banking solutions. Our innovative native platform empowers businesses to effortlessly collect, store, and send money in a scalable manner. We are committed to revolutionizing the way companies handle their financial transactions by offering cutting-edge technology and exceptional customer service. 

Job Summary: We’re a fast-growing PropTech company transforming how real estate operates through cutting-edge technology, data, and industry expertise. We're looking for a Client SuccessManager who is passionate about delivering exceptional customer experiences, growing strategic accounts, and making a measurable impact.In this role, you’ll be a trusted partner to our clients—driving product adoption, resolving challenges, uncovering growth opportunities, and ensuring long-term success.

RESPONSIBILITIES: 

Client Relationship Management

• Serve as the primary point of contact for a portfolio of key client accounts.

• Build and nurture long-term relationships with stakeholders at all levels.

• Lead weekly check-ins and strategic quarterly business reviews
  
  

Client Growth & Performance

• Monitor account health including volume, revenue, and P&L performance.

• Identify opportunities for upselling and cross-selling based on client needs.

• Build and execute strategic account plans that drive measurable outcomes.

Onboarding, Adoption & Enablement

• Drive adoption through engagement campaigns, education, and best practices.

• Collaborate with internal teams to scale client success programs.

Reporting & Data Management

• Maintain up-to-date CRM records and customer data.

• Generate and share regular performance and health reports with clients and internal stakeholders. 

• Leverage data insights to inform client strategies and internal planning.

Satisfaction, Retention & Billing 

• Monitor customer satisfaction and NPS scores, following up on feedback.

• Manage renewal processes and support retention strategies.

• Partner with Finance and AR teams to ensure billing accuracy and resolve discrepancies.           

MINIMUM REQUIREMENTS:

• 3–6+ years in a Customer Success, Account Management, or Client Services role.

• Experience in SaaS, PropTech, or a related B2B technology environment.

• Demonstrated success managing high-value accounts and delivering ROI.

• Excellent communication, relationship-building, and problem-solving skills.

• Comfort working cross-functionally with Sales, Product, and Support teams.

PREFERRED REQUIREMENTS:

• Knowledge of real estate, multifamily, or commercial property management.

• Experience with tools like Salesforce, HubSpot, Looker, or similar CRMs.

• Familiarity with analyzing P&L and other account performance metrics.

• Understanding of ACH, credit card transactions, refunds, chargebacks, etc.