Customer Success Manager

About the role

The Customer Success Manager plays a crucial role in transforming the banking industry by partnering with strategic customers, driving adoption, and ensuring customer satisfaction. They are responsible for developing and executing strategic account plans, facilitating onboarding, and managing customer relationships to foster long-term success.

Responsibilities

• Serve as the primary point of contact for strategic customers, understanding their unique business needs and objectives.
• Develop and execute strategic account plans to drive customer satisfaction, retention, and expansion.
• Facilitate seamless onboarding processes for new customers and provide ongoing guidance to maximize product value.
• Act as the voice of the customer, advocating for their needs and preferences, and collaborating with product and development teams to inform the product roadmap.
• Collaborate with the sales team to identify and pursue cross-selling and upselling opportunities.
• Negotiate subscription or software agreement renewals and manage risk mitigation strategies to improve customer health and retention.
• Maintain key performance metrics and usage patterns to assess customer account health and proactively address any issues or concerns.
• Champion the value of Customer Success within the organization and contribute to the development of best practices and processes.

Requirements

• Bachelor's degree in Business Administration, Marketing, or related field (preferred).
• 3+ years experience in a customer-facing role, preferably in Customer Success, Account Management, or Sales.
• Strong practical experience advising product and operational teams on the design and implementation of new banking products.
• Demonstrated success in managing relationships with enterprise-level customers and driving revenue growth through cross-selling and upselling initiatives.