About the job
The Customer Success Manager will work with a high performing team of customer-centric professionals and is expected to own the entire relationship with their assigned customers, overseeing onboarding, implementation, training, adoption, retention, and satisfaction. You will anticipate and resolve issues proactively, looking out for our customers’ businesses and suggesting innovative ways to ensure their continued success while using the company. In this role, you will regularly collaborate and communicate with peers on your internal team as well as teams in Customer Service, Product, Support, and Sales to drive results.
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Responsibilities
- Serving as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity.
- Reviewing customer journeys to help them overcome issues and achieve their goals while consistently receiving the necessary attention and support.
- Implementing strategies to expand accounts, increase retention, solve issues, and drive satisfaction for customers.
- Offering product solutions to customers’ pain points and finding opportunities to expand the business by maintaining healthy customer relationships.
- Serving as a trusted and strategic advisor to customers to accurately forecast their needs and provide the best solutions and/or suggest product features.
- Efficiently and regularly checking in with customers to ensure they are consistently engaging with the company’s features and solutions, keeping the benefits top of mind.
- Maintaining collaboration and open communication between relevant internal and external teams to achieve targets.
- Supplying and updating customer success metrics and data as directed.
- Driving functional integration between the company and clients' ERP systems.
Requirements
- 6+ years of experience in B2B SaaS customer success, account management, product management or a strategic consulting organization.
- Strong skills in verbal and written communications, strategic planning, and project management.
- Demonstrated experience and a passion for FinTech, along with a good understanding of accounting software and expense management systems.
- Experience using customer success software, CRM software, Microsoft Office, and Google Workspace suites.
- A bachelor’s or postgraduate degree in business or related fields would be a plus.
- Relationship management skills and a can-do attitude when presented with challenges.
