Client Success Manager
Role Overview
Serve as strategic advisor and day-to-day partner to a portfolio of merchants.
Focus on measurable revenue recovery, client retention, and identifying opportunities to grow accounts.
Collaborate with Sales, Product, Product Marketing, and Client Support; report to the Manager, Client Success.
Key Skills for This Role
Full Job Posting
About Revaly
Revaly provides payments infrastructure intended to recover failed or at-risk payments and improve approved revenue.
Its platform connects merchants and issuers using intelligence from across the payment ecosystem.
About the role
Serve as strategic advisor and day-to-day partner to a portfolio of merchants.
Focus on measurable revenue recovery, client retention, and identifying opportunities to grow accounts.
Collaborate with Sales, Product, Product Marketing, and Client Support; report to the Manager, Client Success.
What you'll do
- Own merchant relationships from pre-launch through long-term partnership, including retention, growth, and renewals.
- Clarify pre-launch expectations and success measures; Enablement owns the technical go-live.
- Analyze performance, health scores, and risks; forecast volume and discuss expansion or contraction.
- Manage Decline Inventory, improve recovery, and lead plans for at-risk merchants.
- Identify and close expansion opportunities, including products, use cases, and payment methods.
- Advise client leaders, run business reviews, and coach clients on platform best practices.
- Gather merchant feedback for Product and support Sales, Product Marketing, and Client Support.
- Drive client references, case studies, and referrals.
What you bring
- At least 3 years of client success or account management experience with mid-market and enterprise clients.
- Payments, fintech, or B2B SaaS experience is preferred.
- Understand payments authorization, declines, recovery, and merchant-issuer relationships, or be able to learn quickly.
- Bring strong data interpretation, forecasting, expansion deal, at-risk account, and business review experience.
- Be comfortable with technical and product teams, integrations, and client solutions.
- Be proficient with AI-powered productivity tools, Salesforce, Excel, and BI or reporting tools.
- Communicate confidently, build relationships, and stay proactive and organized.
Salary
- Salary range is CAD $90,000–$120,000 annually; the final offer depends on experience, skills, location, and overall fit.
Workplace and eligibility
- The position is 100% remote.
- Applicants must be eligible to work in Canada.
Benefits
- Unlimited paid time off, flexible hours, and comprehensive health benefits effective from day one.
Success measures
Build portfolio relationships and complete a business review with every assigned merchant within the first 90 days.
By month 6, deliver measurable recovery-rate improvements supported by performance reporting.
By month 12, meet gross and net revenue retention targets and resolve churn risks early.
Close merchant upsell or cross-sell deals, reduce escalations through proactive education, secure at least two references or case studies, and surface feedback that informs a product improvement.
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