Objectives of this Role

The Customer Success Manager – Payments is a strategic post-sale role responsible for expanding SBT’s share of wallet within a client’s payment ecosystem. This role focuses on growing transaction volume across all payment channels (TextPay, portals, IVR, agent-assisted, etc.) and deepening adoption of TextPay’s product features. By blending relationship management, product strategy, and data-driven insight, the CSM - Payments ensures clients extract maximum value from FinText Payment Services.

Key Responsibilities:

• Serve as the primary payments growth advisor for an assigned book of clients (nominally, our payments customers).
• Identify new volume opportunities across non-TextPay channels (e.g., portal, IVR) and work cross-functionally to activate them.
• Drive TextPay usage growth by expanding use cases (e.g., recurring, partial, keyword-triggered payments).
• Conduct regular strategic reviews and performance check-ins with payments customers.
• Analyze transaction data to uncover underutilized segments or drop-off points.
• Collaborate with Sales on upsell paths, with Product on enhancements, and with Support on issue resolution.
• Educate clients on regulatory changes or compliance best practices that impact payments and messaging.
• Track and report on wallet-share growth, transaction volume expansion, and product feature adoption.

Qualifications:

• Deep understanding of payments workflows across multiple channels (TextPay, IVR, portal, agent-assisted).
• Strong client relationship and communication skills; confident leading executive-level conversations.
• Data-driven mindset; comfortable working with dashboards or raw data to identify patterns and gaps.
• Strategic thinking with an execution bias—able to move ideas forward inside complex client environments.
• Familiarity with compliance standards in messaging and payments (PCI, TCPA, NACHA, etc.).
• Highly collaborative—able to work with Product, Sales, Support, Risk, and Implementation.
• Capable of balancing multiple clients and priorities in a dynamic environment.
• BA/BS degree preferred or equivalent experience.

Preferred skills:

• 3–5 years in Customer Success, Partner Success, Account Management, and/or post-sale growth roles in SaaS, fintech, or payments.
• Experience managing payment products or working in collections, lending, or consumer finance verticals.
• Exposure to messaging platforms (SMS/MMS), text-to-pay, or payment gateway integrations.
• Familiarity with merchant acquiring or transaction routing strategies is a plus.

General Duties and Expectations:

• Adhere to the Company's Code of Conduct/Ethics.
• Create and maintain effective working relationships with other Company
• Ability to multi-task, prioritize, and manage time
• Contribute to the professional culture within the office and the company
• Project a professional and appropriate Company image in all dealings with clients, vendors, business partners and visitors.

• Support the efforts of senior management and sales staff by maintaining business network of contacts as clients change roles and/or companies.
• Ability to travel up to 25% as needed

• Ensure security of information in all matters pertaining to company, client, and consumer information.
• Contribute to the professional culture within the office and the company

About Solutions by Text

Solutions by Text (SBT) was founded in 2008 with the mission to deliver impactful conversational messaging and convenient payment solutions that are rich,real-time, and compliant. Built on SMS industry best practices, the company is the only compliance-first provider of enterprise texting solutions in the market. More than 1,400 consumer finance organizations, including leading brands in auto finance, banking and lending, trust SBT to ensure convenient, effective, and compliant relationships with their millions of consumers. SBT is headquartered in Dallas, TX with remote teams and offices around the US and in Bangalore, India.

Solutions By Text is committed to promoting the values of diversity and inclusion throughout the business. Whether it is through recruitment, retention, career progression or training and development, we are committed to improving opportunities for people regardless of their background or circumstances.