Customer Success Manager, Growth-Letus

Job title: Customer Success Manager, Growth-Letus

Reports to: Director, Customer Success-Prisma

Department: Prisma

Location: Remote

Grade: 17

About Priority Commerce: 

Priority Commerce 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 Commerce, 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 looking for a commercially minded Customer Success Manager to own and grow our portfolio of LetUs customers across Canada.

This role sits at the intersection of Customer Success, Account Management, and Sales. You will own relationships across a portfolio of 100+ customers, helping them maximize the value of their current partnership while proactively identifying opportunities to expand the products and services they use.

We are looking for someone who enjoys building relationships, uncovering customer needs, identifying revenue opportunities, and confidently guiding customers toward solutions that create additional value for their business.

You'll also play an important role in the future of these relationships. As our Prisma platform expands, you will help educate and prepare LetUs customers for an eventual transition to Prisma, ensuring they understand the broader value of the partnership and are positioned for a successful migration when the time is right.

Responsibilities: 

• Own the relationship and commercial success of approximately 100+ LetUs customers across Canada.

• Develop strong relationships with customer stakeholders and become a trusted point of contact for their business.

• Understand each customer's business, goals, current product usage, and opportunities for additional value.

• Proactively identify, develop, and close expansion opportunities within the existing customer base.

• Own expansion opportunities through the sales cycle, including discovery, product demonstrations, solution positioning, and close.

• Introduce customers to additional products and services that align with their needs and business objectives.

• Conduct strategic customer conversations and business reviews focused on adoption, outcomes, growth opportunities, and future priorities.

• Maintain a healthy pipeline of expansion opportunities and accurately track activity, opportunities, and next steps in the CRM.

• Develop scalable outreach and engagement strategies appropriate for a portfolio of 100+ customers.

• Identify customers who may require additional attention based on engagement, adoption, growth potential, or risk.

• Partner with Support and other internal teams to resolve customer service issues, while quarterbacking critical issues through resolution and maintaining ownership of the overall customer experience.

• Serve as the voice of the LetUs customer internally, identifying recurring needs, friction points, and opportunities to improve the customer experience.

• Educate customers on the evolving Prisma offering and build excitement and readiness for future m