Manager of Customer Success - Paynuity : Job Details

About Paynuity:

Paynuity is a fast-growing fintech payments startup based in Orlando, focused on delivering modern, efficient, and secure payment solutions for businesses. We're building innovative technology to simplify payments and empower our customers, backed by a team committed to customer experience, performance, and integrity.

What You Will Do:

You'll lead a team of Customer Success and Support team members, with the opportunity to shape the future structure, processes, and tools as the team and company scale.

Job Description:

We're looking for a Manager of Customer Success to lead, develop, and scale our onboarding and support functions. This role will be responsible for building out our customer success organization, driving operational excellence, and ensuring we provide an exceptional experience to every customer from onboarding through ongoing support.

Key Responsibilities:

• Team Leadership & Growth

• • Manage and mentor the current onboarding and support team

• • Hire, train, and develop new team members as the business scales

• • Define team structure and roles for long-term scalability

• Customer Onboarding & Success

• • Oversee all aspects of customer onboarding, ensuring fast, smooth, and successful activation

• • Design and improve onboarding workflows and timelines to reduce friction and drive satisfaction

• Customer Support Operations

• • Implement and improve support processes and tools (ticketing, knowledge base, SLAs)

• • Monitor response quality and resolution times; enforce standards and escalate as needed

• • Own metrics and reporting around customer issues and resolution trends

• Process Optimization & Strategy

• • Identify opportunities to automate and streamline onboarding and support processes

• • Work cross-functionally with Product, Sales, and Engineering to resolve customer issues and improve the product

• • Establish and track KPIs to monitor team effectiveness and customer satisfaction

• Quality Control & Customer Experience

• • Build a culture of accountability and service excellence

• • Regularly audit support tickets, calls, and onboarding milestones to ensure consistency and quality

• • Lead initiatives that improve the overall customer journey and retention

Required Qualifications:

• Bachelor's Degree required

• 5+ years of experience in Customer Success, Onboarding, or Support roles

• 2+ years in a leadership or management capacity, preferably in a startup or fintech environment

• Strong understanding of SaaS, payments, or fintech workflows

• Demonstrated experience designing scalable team structures and customer support systems

• Proficiency with support and CRM tools (Zendesk would be a plus)

• Strong communication, organizational, and analytical skills

• Passion for customer experience and operational excellence

Additional Information:

• Work Schedule: Monday to Friday, On-Site

• Paid Federal Holidays

• PTO Accrual from Day One

Equal Employment Opportunity Statement:

Paynuity is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.