Client Success Manager (Rewards)

Headquartered in Birmingham, AL, Dash Solutions is a fast-growing fintech company that provides digital payments and engagement program management to thousands of customers throughout the US. Dash Solutions offers innovative strategies and a proprietary technology stack, including payroll, expense, gift, reward, and incentive card products to employers, financial institutions, and government agencies. For the past several years we have experienced tremendous growth, and we continue to see a phenomenal opportunity in the payments industry. We have a great company, an excellent team, and years of experience developing payment products and managing programs.

At Dash, we're not just looking for employees; we're looking for team members who embody our core values and share our passion for revolutionizing the payments industry. Here's what we seek in every hire, regardless of the role:

• Cultural Fit: We thrive in a culture of respect, authenticity, and a relentless pursuit of improvement. We challenge the status quo and embrace change as an opportunity for growth.

• Mission-Focused: We're on a mission to transform the payments industry, and we expect all team members to share our commitment to this goal. We're looking for individuals who are driven by purpose and eager to make a meaningful impact.

• Industry Passion: The payments industry is dynamic and constantly evolving. We're looking for candidates who are not only passionate about this ever-changing landscape but also curious and eager to learn. We need leaders who will guide our company into a bright future, staying ahead of industry trends and driving innovation.

Position Summary

As a Client Success Manager at Dash, you will own and nurture relationships with Dash’s most valuable clients. Your primary goal will be to drive client satisfaction, retention, and growth by deeply understanding their business needs, identifying opportunities for expansion, and delivering value at every stage of the client's journey. You’ll manage a designated portfolio of high-value accounts, ensuring their success through strategic engagement, upselling, cross-selling, and renewal efforts. A successful Client Success Manager understands Dash’s strategic direction, identifies new opportunities within existing clients, and knows when and how to collaborate with Sales, Product, Finance, or other teams.

 Key Responsibilities:

Strategic Growth Planning

• Develop and execute strategic plans to grow client adoption and utilization of Dash products and services.
• Stay updated on industry trends, competitor offerings, and market conditions to provide relevant advice, strategic insights, and keep clients competitive.
• Identify and capitalize on upsell and cross-sell opportunities, introducing features and offers that expand Dash’s footprint within client organizations.
• Forecast future client needs, business trends, and pay cycles to set growth-oriented targets.

Client Engagement & Relationship Management

• Connect with clients regularly and conduct client-focused Business Reviews that showcase meaningful performance metrics, market insights, and actionable recommendations tailored to the client’s goals.
• Become a trusted advisor and build strong relationships with clients by demonstrating a deep understanding of their business, ensuring they achieve maximum value from Dash’s offerings.

Driving Value & Retention

• Develop customized onboarding plans that cater to the unique needs of each client, ensuring a smooth transition and setup.
• Actively analyze client feedback, including Net Promoter Score (NPS) data, to identify areas for improvement and implement strategies to enhance satisfaction and retention.
• Proactively address account risks, creating mitigation plans to retain clients and reduce churn.
• Serve as the escalation point for client issues, coordinating internal efforts to resolve problems and prevent recurrence.

Data-Driven Performance Management

• Monitor client performance, program trends, and growth metrics.  Measure and report outcomes monthly, ensuring alignment with growth objectives.
• Surface critical client insights to internal teams, consolidating feedback to influence product enhancements and operational improvements.

Collaboration & Leadership

• Partner with the Sales team to drive renewal and expansion opportunities, ensuring seamless transitions and clear communication.
• Lead internal teams in responding to client concerns, implementing creative solutions to protect revenue and sustain long-term relationships.
• Oversee the quality of the portfolio support, including services rendered by the Client Support Specialists and Coordinators for your portfolio, fostering a culture of excellence and continuous improvement.

Client-Centric Advocacy

• Represent Dash consistently and professionally in all client interactions, ensuring the company delivers elevated and impactful engagements.
• Identify when executive sponsorship is needed for high-impact moments or sensitive issues.

Desired Skills & Experience:

• Bachelor's degree in Business, Project Management or similar fields required.
• Minimum of 5 years in payments/financial services industry experience, and in building & managing client relationships.
• Ability to convey the client’s story, using facts and data trends.
• Willingness to travel to the client’s location if required.

• Strong communication skills no matter if verbal, written, or presentational.

• Strong proficiency in utilizing Word, PowerPoint, Excel, and other Microsoft Office products is required.

Our Culture:

At Dash Solutions, our culture fosters growth, innovation, and impact. We’re a community of forward-thinkers where creative ideas are encouraged, and individuals are empowered to lead. In our high-growth environment, you’ll have the autonomy to manage your domain, with the strong support of a team committed to Making Payments Mean More. Employees at Dash Solutions are united by our mission, aligned with our vision, and driven by the values that make us unique. Here, we believe that personal growth fuels company success, and we support each other every step of the way.

Some Benefits to Working at Dash Solutions Include:

• Competitive salary and benefits package
• Flexible PTO policy
• Matching 401(k) plan
• Comprehensive medical, dental, vision, life, and disability coverage
• Transparent, supportive culture with a highly accessible executive team and regular company-wide updates
• Engaging corporate culture with events, perks, and team celebrations
• Solutions: We create innovative solutions that drive long-term value for our clients and shareholders
• Passion: We are passionate about delivering for our clients every day
• Authenticity: We lead and communicate authentically - with purpose, clarity, and candor.
• Respect: We row together with respect for everyone and enjoy the ride
• Knowledge: We learn, we grow, we continuously evolve

Our Core Values

• Solutions: We create innovative solutions that drive long-term value for our clients and shareholders
• Passion: We are passionate about delivering for our clients every day
• Authenticity: We lead and communicate authentically - with purpose, clarity, and candor.
• Respect: We row together with respect for everyone and enjoy the ride
• Knowledge: We learn, we grow, we continuously evolve

Diversity & Inclusion at Dash Solutions:

Dash Solutions is proud to be an Equal Opportunity/Veterans/Disabled/LGBTQIA Employer. We believe in fostering a workplace that values diverse perspectives and backgrounds, and we are committed to a fair, inclusive recruitment process. Candidates from all backgrounds are encouraged to apply and help us shape the future of payments.