Customer Success Manager

Responsibilities

• Manage Customer Relationships: Own a portfolio of customer accounts from go-live through renewal—building strong relationships, ensuring satisfaction, and acting as their day-to-day partner.
• Drive Product Adoption: Guide customers through onboarding milestones, usage best practices, and product updates to maximize impact and long-term success.
• Deliver a White-Glove Experience: Serve as a proactive resource and problem solver—resolving issues quickly and professionally, with an enterprise-ready approach.
• Support Growth & Retention: Monitor customer health, identify risks or upsell opportunities, and partner with Sales to support renewals and expansions.
• Advocate for Customers Internally: Gather product feedback, surface customer pain points, and work cross-functionally with Product and Engineering to improve the customer experience.
• Contribute to CS Playbooks: Help build and improve internal processes, knowledge bases, and engagement strategies to scale customer success at Casap.
• Represent Casap with Credibility: Communicate confidently with both technical users and executive stakeholders across financial institutions.

Qualifications

• 3–6 years of experience in a Customer Success, Account Management, or Customer Experience role at a B2B SaaS company.
• Strong relationship management skills with a track record of supporting mid-market or enterprise clients in high-touch environments.
• Experience working with technical products or integrations, ideally in fintech, regtech, or working with financial institutions.
• Familiarity with APIs, ERPs (e.g., NetSuite, QuickBooks), or financial system workflows is a plus.
• Hightly organized, detail-oriented, and able to manage multiple customers and priorities in a fast-paced, early-stage environment.
• Strong written and verbal communication skills with a professional and empathetic tone.
• Passion for great customer experiences and excitement about building a function from the ground up!