Client Success Manager

About this role

About Us: DailyPay is transforming the way people get paid. As a worktech company and the industry’s leading on demand pay solution, DailyPay uses an award-winning technology platform to help America’s top employers build stronger relationships with their employees. This voluntary employee benefit enables workers everywhere to feel more motivated to work harder and stay longer on the job while supporting their financial well-being outside of the workplace. DailyPay is headquartered in New York City, with operations throughout the United States as well as in Belfast. For more information, visit DailyPay's Press Center. http://www.dailypay.com/press

THE ROLE:

The Scaled Client Success Manager is responsible for managing and growing a high-volume portfolio of small-to-medium enterprise clients. Working within the Customer Office, you will resolve emerging client issues and contribute to defined tasks that ensure long-term retention and product adoption. This role requires building fluency with our success tools and automated platforms to support team delivery and provide a seamless, value-driven experience for our clients.

HOW YOU WILL MAKE AN IMPACT:

- Portfolio Management: Manage a high-volume portfolio of xSME accounts, ensuring consistent engagement through "one-to-many" communication strategies

- Adoption Growth: Drive the adoption of key DailyPay features and tools by educating clients on the value of our products and services

- Issue Resolution: Resolve emerging client concerns and technical hurdles with some discretion, escalating complex issues to senior leadership when necessary

- Health Monitoring: Build fluency with internal health-scoring tools to proactively identify at-risk accounts and implement standardized save-plays

- Onboarding Support: Support the final stages of the client onboarding process to ensure a smooth transition from implementation to long-term success

- Feedback Loop: Contribute to the product feedback loop by identifying and documenting common pain points or feature requests specific to the xSME segment

- Renewal Execution: Execute standardized renewal processes to maintain high retention rates across the assigned client base

- Process Fluency: Maintain a high degree of proficiency in CRM (Salesforce) and CS tools (e.g., Gainsight) to ensure accurate data tracking and reporting

WHAT YOU BRING TO THE TEAM:

- Relevant Experience: 1–3 years of experience in client success, account management, or customer support, preferably in a SaaS or fintech environment

- Analytical Foundation: Foundational ability to interpret data dashboards and use metrics to drive proactive client outreach

- Technical Proficiency: Proficiency in CRM systems (Salesforce or Gainsight preferred) and a quick ability to learn new internal financial and communication tools

- Communication Skills: Strong written and verbal communication skills, with a focus on delivering clear and concise value propositions to a high volume of clients

- Problem-Solving Skills: Proven ability to resolve routine to semi-complex issues independently while following established departmental procedures

- Educational Foundation: Bachelor’s degree in Business, Communications, or a related professional field

WHAT WE OFFER:

- Exceptional health, vision, and dental care

- Opportunity for equity ownership

- Life and AD&D, short- and long-term disability

- Employee Assistance Program

- Employee Resource Groups

- Fun company outings and events

- Unlimited PTO

- 401K with company match

High-performing cultures aren't built in silos, they thrive on partnership. At DailyPay, we Commit Together to an inclusive, professional environment where multifaceted perspectives are our greatest competitive advantage. We recognize that our team members don’t live “single-issue lives,” and we lean into the wide-ranging backgrounds and life stages that sharpen our collective decision-making.

In our high-trust environment, we empower you to Challenge Norms. We’ve created a space where it is safe to ask difficult questions, disrupt the status quo, and share bold perspectives without fear of professional fallout. We believe that by checking our own assumptions and staying curious about the experiences of others, we arrive at better, more innovative results.

We provide the space for you to do your best work through peer advocacy and transparent career development. If you are looking for a culture that values intellectual honesty, celebrates the unique lived experiences of its people, and thrives on collective success, you’ll find it here.

If you require reasonable accommodation for any aspect of the recruitment process, please send a request to peopleops@dailypay.com. All requests for accommodation will be addressed as confidentially as practicable.

DailyPay is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion or creed, alienage or citizenship status, political affiliation, marital or partnership status, age, national origin, ancestry, physical or mental disability, medical condition, veteran status, gender, gender identity, pregnancy, childbirth (or related medical conditions), sex, sexual orientation, sexual and other reproductive health decisions, genetic disorder, genetic predisposition, carrier status, military status, familial status, or domestic violence victim status and any other basis protected under federal, state, or local laws.

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