Why This Job is Featured on The SaaS Jobs
Payments sits at the operational core of many B2B SaaS platforms, and this role is positioned where product capability meets real-world execution. With a newly launched payments platform, the work centers on making a complex, regulated service reliable for customers, translating platform performance into confidence and continuity. In the SaaS ecosystem, roles like this often act as the connective tissue between customers, operations, and support, especially when a product is still being established in market.
For a SaaS career path, Payments Programs management builds durable skills in running repeatable service delivery at scale. It develops fluency in customer lifecycle stewardship, issue triage, and cross-functional escalation patterns that are common in subscription businesses with high retention stakes. The emphasis on AI-enabled workflows also signals practical exposure to modern operating models, where automation supports monitoring, reporting, and proactive risk detection.
This role tends to suit professionals who prefer ownership of ongoing programs over one-off projects, and who are comfortable being accountable for outcomes that depend on multiple internal teams. It aligns well with people who enjoy structured problem solving, strong customer communication, and improving operational routines while staying close to product realities.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Papaya Global is a rapidly growing B2B tech unicorn dedicated to revolutionizing the payroll and payments industry. With over $400M raised from top-tier investors, our innovative technology offers a comprehensive solution for managing global workforces, covering everything from hiring and onboarding to managing and paying employees in over 160 countries.
We’ve launched a new payments platform, and we’re looking for a Payments Programs Manager to manage and grow our customer relationships. This role is all about building trust, ensuring successful delivery of payments programs, and helping our customers get the most value out of our service.
What you’ll do
- Serve as the primary point of contact for our Payments customers, managing accounts and driving program success.
- Build strong, long-term relationships with customers by understanding their needs and ensuring their satisfaction.
- Ensure smooth execution of payments programs and act quickly to resolve any issues.
- Take a hands-on approach — proactive, detail-oriented, and committed to customer success.
- Think strategically about customer needs while delivering practical, solution-driven support.
- Represent the customer internally, collaborating with operations and support teams to deliver the best experience.
- Leverage AI tools to improve customer communication, issue resolution, payment program monitoring, operational follow-ups, and delivery efficiency.
- Utilize AI-assisted workflows to analyze customer trends, identify risks or operational gaps, and proactively recommend improvements to customer payment programs.
- Use AI-enabled tools to streamline internal collaboration, documentation, and customer-facing reporting while maintaining high service quality and accuracy.
Requirements:
- Experience in account management, customer success, or client-facing roles — ideally in payments, fintech, or financial services.
- Strong understanding of payments processes and customer program management.
- Exceptional communication and relationship-building skills.
- A natural problem solver, able to manage challenges with professionalism and empathy.
- Organized, proactive, and comfortable managing multiple customer programs simultaneously.
- Demonstrated ability to effectively leverage AI tools to enhance customer program management, operational execution, communication, problem-solving, and workflow efficiency.
- Hands-on experience utilizing AI-powered tools for customer insights, issue investigation, reporting, documentation, and stakeholder communication in operational or customer-facing environments.
- Ability to adopt and continuously leverage emerging AI capabilities to improve customer experience, operational scalability, and service delivery.
