Customer Success Manager

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

Department: Prisma

Location: Remote

Grade: 17

About Priority:

Priority Technology Holdings, Inc. 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, 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’re a fast-growing PropTech company transforming how real estate operates through cutting-edge technology, data, and industry expertise. We're looking for a Customer Success Manager 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.           

What Success Looks Like:

Success for a Customer Success Manager is visible in driving product adoption, prioritizing customer and partner experience, and working seamlessly to collaborate  with other departments. Business leaders see them as a critical enabler of financial clarity, operational efficiency, and strategic decision-making.

• Regularly engaging with customers to identify opportunities for improvement, address issues, and provide personalized solutions.

• Monitoring customer metrics, tracking success KPIs, and reporting on custo