Client Success Manager

About this role

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 off

• 100% remote work

• Flexible hours

•…