Customer Success Manager

Department: Customer Success

Employment Type: Full Time

Location: New York, New York, PEX HQ, Remote

• Drive adoption of the PEX platform
• Create measurable value for our customers
• Expand customer engagement
• Protect and grow revenue

Key Responsibilities

• Serve as the primary relationship owner for a portfolio of customers across a variety of industries and sizes.
• Manage the post-sale customer journey: onboarding, training, implementation, adoption, success planning, and renewals.
• Conduct Executive Business Reviews (EBRs) to highlight value delivered, align on key initiatives, and identify expansion opportunities.
• Monitor and drive health metrics: utilization rates, feature adoption, customer satisfaction (NPS), overall engagement and Net Spend Retention (NSR).
• Deliver targeted training sessions and best practice guidance to maximize customer success.
• Gain deep expertise in the PEX platform, including core functionality, features, and integrations, to serve as a subject matter expert (SME) for customers and internal stakeholders.
• Apply working knowledge of PEX tools to troubleshoot elevated issues, configure features, and guide customers through complex workflows.
• Understand the why behind customer needs, aligning PEX’s capabilities with their operational goals.
• Act as a customer advocate, sharing feedback with Product, Engineering, and other internal teams.
• Identify and mitigate risks of churn, while proactively creating expansion opportunities.
• Collaborate cross-functionally with Sales, Marketing, Product, and Support to deliver a unified customer experience.
• Use tools like Salesforce, Monday.com, Gong, and Google Suite to manage activities, communication, and reporting.
• Constantly look for ways to improve processes and scale the Customer Success function at PEX.
• Apply working knowledge of PEX tools to troubleshoot elevated issues, configure features, and guide customers through complex workflows.
• Leverage AI tools (e.g., Claude, ChatGPT, Devin) to work more efficiently by accelerating account research, drafting customer communications and internal content, surfacing usage insights, and streamlining internal workflows.

Skills, Knowledge and Expertise

• A customer-centric professional with a builder mindset — excited to contribute to a fast-growing SaaS fintech environment.
• A natural relationship-builder with a knack for uncovering needs, solving problems, and driving value.
• Highly organized and able to juggle competing priorities without losing sight of the big picture.
• Comfortable engaging with all levels of an organization — from frontline users to C-level executives.
• Motivated by success metrics like Net Spend Retention, expansion growth, and customer satisfaction (NPS).
• Based in California.

• Bachelors degree
• 3+ years in Customer Success, Account Management, or a related client-facing role
• Proven track record of managing a portfolio of accounts and achieving retention/expansion goals
• Expertise in consultative selling, problem-solving, and conflict resolution
• Strong communication, presentation, and project management skills
• Ability to work cross-functionally in a fast-paced, collaborative environment
• Self-motivated, adaptable, and open to feedback

• Experience in fintech, payments, prepaid cards, credit cards, expense management, or disbursement platforms
• Familiarity with Google Suite, Microsoft Office, Monday.com, Salesforce, Claude, ChatGPT, and Gong

Benefits

• Be part of a team that’s reshaping spend management for the modern workforce.
• Work with passionate, driven people in a culture built on innovation, collaboration, and respect.
• Grow your career with opportunities to shape the future of Customer Success at PEX.
• Competitive salary, benefits, and perks.