Customer Success Manager - Gift & Loyalty

Paystone is a trailblazing company that originated in London, Ontario. Initially focusing on payment processing, we have expanded our offerings to include solutions in gift cards, loyalty, reputation management, and marketing. As a remote-first company, we are committed to building a flexible and connected environment for our fully remote workforce.

We believe in a people-first philosophy, empowering our team members to grow and succeed through collaboration and innovation. Joining Paystone means being part of a culture that values professional development, meaningful work, and making a lasting impact on our customers and communities.

Role Overview

We are seeking a Customer Success Manager to play a vital role in ensuring our customers’ satisfaction and driving long-term success across our customer portfolio for our Datacandy Gift and Loyalty product. This role involves managing key accounts, fostering relationships, driving product adoption and client outcomes, overseeing contract renewals, and upselling new features. You will be a primary contact for our clients, addressing their needs and ensuring they derive maximum value from our solutions.

Key Responsibilities:

Customer Relationship Management – Build and maintain strong relationships with clients, acting as their primary point of contact for program success and strategic guidance.

Agreement Renewals & Retention – Proactively manage contract renewals, ensuring high retention rates and minimizing churn through regular check-ins and value-driven conversations.

Performance Analysis & Optimization – Monitor clients key metrics and provide data-driven recommendations to improve program effectiveness.

Strategic Program Consulting – Advise clients on best practices for designing and refining their gift and loyalty programs to drive customer retention and revenue.

Issue Resolution & Support Coordination – Work closely with internal support and product teams to troubleshoot issues and ensure a seamless client experience.

Upselling & Expansion – Identify opportunities to grow accounts by introducing premium features or higher tier plans

Cross-functional Collaboration – Partner with sales, product, and marketing teams to align client needs with business objectives and contribute to product improvements.

Client Training & Enablement – Educate clients on platform features, updates, and industry trends to ensure they maximize the value of their loyalty programs.

Market Research & Industry Trends – Stay up to date with industry developments, competitor offerings, and emerging loyalty trends to provide valuable insights to clients and internal teams.

Qualifications:

University degree or college diploma in Business, IT, or a related field.

Minimum of 3 years in customer success or account management Account & Relationship Management - Ability to develop strong, long-term relationships with clients and act as a trusted advisor

Communication & Interpersonal skills - Excellent verbal and written communication skills to deliver compelling presentations, training sessions, and strategic recommendations.

Sales & Negotiation skills - Persuasive skills to upsell and cross sell products/services, ability to negotiate contract renewals and pricing. 

Organization & time management - Manage multiple accounts, projects and deadlines. Prioritize tasks, client and internal needs while keeping accurate records of interactions and performance metrics. 

Data Analysis & Performance Reporting – Ability to analyze program performance metrics (e.g., customer engagement, redemption rates, ROI) and present actionable insights using tools like Google Sheet, slides and Looker.

Technical & Product knowledge - Experience with Gift Card, Loyalty, POS, eCommerce, Online Ordering and/or MarTech tools a plus

Perks & Benefits

Compensation tied to market data

We reward for contribution

Flexible Time-off

We’re committed to career development

Full time remote work

Our Mission

By joining Paystone, you are joining a team that is future-focused and driven by our mission of creating Customer Driven Growth.

By helping our clients create better experiences for their customers, and in turn, motivating their happy customers to share their experiences with others, our platform creates the momentum for our clients to gain more happy customers. In other words, we win when our customers do.

Curious?

Good! We want all the curiosity we can muster. Innovation stems from observation and questioning, so be eager, be innovative, and be ready to raise the bar.

Come check us out!!

paystone.com

datacandy.com

get.nicejob.com

About Us

Paystone is a leading North American payment and software company redefining the way merchants engage their customers and grow their businesses. The company's seamlessly integrated suite of automated payment processing, customer loyalty, gift card solutions, and now reputation marketing, is used by brands such as Irving Oil, Edo Japan, Global Pet Foods, MTY Food Group, Kernels Popcorn, and many others. Paystone's solutions are used at over 35,000 locations across Canada and the United States which collectively process over 10 billion dollars a year in bankcard volume. We employ over 200 employees and serve as the technology partner of choice for hundreds of partners across North America.

**Paystone is an equal opportunity employer. Should you require any accommodations due to disability please let us know at the time you are selected for an interview.**