Client Success Manager

About Revaly
Revaly is the essential infrastructure for payments, protecting revenue, relationships, and the integrity of digital commerce. We make sure what you earn, you keep. Our platform helps performance-driven businesses unlock hidden growth by turning failed or at-risk payments into approved revenue. We connect merchants and issuers in real time, using intelligence drawn from across the payment ecosystem to make approvals work smarter.Now, we’re scaling and we’re looking for a Client Success Manager.About the Role
As a Client Success Manager, you’ll be the go-to strategic advisor and day-to-day partner for a portfolio of merchants, helping them get more out of every payment and more out of Revaly. Your focus: delivering measurable revenue recovery results, keeping clients around for the long haul, and spotting the next opportunity to grow together. Reporting to the Manager, Client Success, you’ll work closely with Sales, Product, Product Marketing, and Client Support to make sure every merchant feels the impact.This role is open to candidates who are eligible to work in Canada only.Salary Range: $90,000–$120,000 CAD annually. The final offer will be determined based on the successful candidate’s experience, skills, location, and overall fit for the role.What You’ll Be Doing
Own relationships with mid-market and enterprise merchants, from pre-launch through long-term partnership, owning retention, growth and renewals.Set and clarify expectations before launch so merchants know exactly what success looks like, while our Enablement team owns the technical go-live.Own post-launch performance: dig into the data, understand the question behind the question, and deliver what clients actually need, not just the report they asked for. Utilizing health scoring and risk tracking to proactively manage portfolio health.Forecast volume for your merchants and lead the conversations around volume expectations, expansion, and contraction.Act as a trusted advisor to client leaders, growing multi-threaded relationships across executive and cross-functional stakeholders so partnerships hold up when people change roles.Actively manage Decline Inventory to drive recovery performance for your merchants.Own expansion conversations end to end, from spotting new products, use cases, and payment methods to closing the deal, with Sales in your corner when needed.Spot at-risk merchants early and lead the plan to turn them around.Run business reviews that tell a clear story about performance, value, and what’s next.Coach clients on best practices so they get the full value of the platform.Gather, prioritize, and funnel merchant feedback to Product to shape the roadmap and improve the user experience.Support Sales on the technical and operational requirements of prospective clients.Work with Product Marketing to build and refine onboarding materials and Client Success assets.Team up with Client Support to deliver a smooth, connected client experience.Drive client advocacy through references, case studies, and referrals.What You Bring
3+ years of experience in client success or account management with mid-market and enterprise clients, ideally in payments, fintech, or B2B SaaS.A solid grasp of how payments work (authorizations, declines, recovery, the merchant-issuer relationship), or the drive to get there fast.Strong data instincts: you understand what the numbers mean, the business question underneath them, and how to turn both into clear recommendations.Experience forecasting client volume or revenue and owning the conversations about growth and contraction.A proven track record of owning and closing expansion deals. You’ve got real salesmanship, not just account management.Experience managing at-risk accounts and turning them around before revenue walks out the door.Experience running business reviews and presenting to senior and executive stakeholders.Comfort working with technical and product teams on integrations and client solutions.Proficiency with AI-powered productivity tools, Salesforce, Excel and BI/reporting tools.A calm, confident communicator who thrives in fast-moving, high-accountability environments.A natural relationship-builder who earns trust and isn’t afraid of honest conversations, especially when the news isn’t great.Proactive and organized, you spot problems before your clients do.Genuine curiosity about your clients’ businesses and what it takes for them to win.What Success Looks Like
In your first 90 days, you’ve built strong relationships across your portfolio and completed a business review with every assigned merchant.By month 6, your merchants are seeing measurable lifts in recovery rates, backed by clear performance reporting.By month 12, your portfolio is hitting its gross and net revenue retention targets, with churn risks flagged and resolved early.You’ve closed upsell or cross-sell wins with existing merchants, in partnership with Sales.Escalations and support volume from your merchants are trending down thanks to proactive education.You’ve landed at least two client references or case studies that help fuel new business.Merchant feedback you’ve surfaced has shaped at least one product improvement on the roadmap.Why Revaly
We’re a growing global company committed to building a team filled with diverse cultures, viewpoints, and experiences. As they say, variety is the spice of life. No matter how large we become, we will always be connected through our shared sense of community and slightly quirky personalities.Our vibrant culture is filled with talented, creative, deeply curious, high achievers. We believe in and invest in our people because we know they are the secret to our success. We are happy to extend the following benefits to our employees:Unlimited paid time off100% remote workFlexible hoursComprehensive health benefits package effective from day oneWhat to Expect from the Hiring Process
We believe hiring should feel like a conversation, not a test. Here’s what you can expect if you apply:Step 1 – Conversation with People & Culture (30 minutes). If your experience looks like a fit, you’ll meet with our Head of People & Culture for a video chat. It’s a two-way conversation, we’ll learn about your background, skills, and what energizes you, and you’ll have space to ask about Revaly, our mission, and what it’s like to work here. It’s also a chance to make sure the vibes are right on both sides.Step 2 – Conversation with the Hiring Manager (60 minutes). Next, you’ll meet with the hiring manager for a deeper dive into your role-specific experience. We’ll talk through real scenarios, how you approach challenges, and what success looks like in this role. You’ll also get a clearer picture of the team’s goals and priorities.Step 3 – Meet a Future Teammate (60 minutes). In this stage, you’ll meet with someone from the team you’ll work closely with. This is your chance to get an on-the-ground perspective, how the team collaborates, what day-to-day looks like, and the kind of people you’ll be building alongside.Step 4 – 90 Day Ramp Up Presentation (30 minutes). In this final stage, we ask candidates to prepare and present a 90 day ramp up plan to the hiring manager. This is an opportunity for candidates to outline how they would approach their first 3 months in the role, what they’d aim to learn, prioritize, and accomplish. This is a chance to show your understanding of the role, the company, and the environment we’re operating in, while giving the hiring manager a glimpse into how you think, structure your approach to learning and communicate your ideas.We hire for both skill and fit, looking for people who are not just aligned with our values, but who will add to our culture with their ideas, energy, and perspective.Revaly is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or any other characteristic protected by law. Accommodation is available upon request for applicants with disabilities.
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