Description

Responsibilities

• Own & Optimize a Customer Portfolio
• Build strong relationships with a portfolio of integrated partners and direct Payload customers.
• Monitor engagement and transaction activity through internal tools to identify opportunities for improvement.
• Develop targeted outreach and adoption plans—especially for underperforming or low-usage accounts.
• Drive Success Across Integration Partnerships
• Work with partner platforms’ sales and marketing teams to improve adoption of Payload’s embedded payment tools.
• Provide rollout resources, training, and co-marketing materials to support partner success.
• Collaborate closely with internal teams to support integrations and reinforce a positive partner experience.
• Deliver a High-Quality Experience to Direct Customers
• Lead training sessions, onboarding walkthroughs, and product education for new and existing customers.
• Equip customers with rollout plans, best practices, and helpful resources to maximize value.
• Act as a proactive advisor and trusted point of contact.
• Support Revenue Through Cross-Sell Opportunities
• Identify customer needs and position relevant add-on services or expanded workflows.
• Work with our sales team on handoffs and follow-ups.
• Develop foundational sales skills through guided coaching and experience.
• Assist With Customer Service Activities
• Provide responsive support for questions or issues.
• Troubleshoot customer inquiries and coordinate internally when escalation is needed.
• Maintain clear and friendly communication throughout the customer lifecycle.

Skills & Qualifications

• Strong communication skills, a positive attitude, and enthusiasm for helping customers succeed.
• High-energy, curious, and coachable—you want to grow fast and take on new challenges.
• Comfortable interacting with customers, presenting, and guiding them through solutions.
• Enjoy solving problems and using data to spot trends, opportunities, or risks.
• Organized, adaptable, and able to manage multiple accounts at once.
• Excited about the potential to transition into a sales role or other growth-oriented path within Payload.
• A strong culture fit—you value teamwork, transparency, accountability, kindness, and ownership.
• Prior experience in Customer Success, Account Management, or Sales is welcomed but not required.