Customer Success Manager
Achievements
Own all strategic actions associated with customer engagement and retention efforts.
Build dynamic relationships with customers through meaningful interactions and comprehensive engagements, developing a deep understanding of their business needs to drive retention.
Lead customers through early adoption and proactively guide them through lifecycle stages, educating on best practices, removing friction, and accelerating time-to-value.
Continuously evaluate customer health signals and feedback to surface churn risks and growth pathways across the customer lifecycle.
Execute proven sales methodologies to guide strategic customer conversations, deepen discovery, and influence outcomes for the customer and the business.
Share ownership of “one-to-many” motions (e.g. webinars), when required, to support customer education at scale.
Work collaboratively alongside relevant Melio departments to ensure the voice of the customer is constantly elevated in a digestible, actionable format, and that the customer is receiving the utmost support and satisfaction.
Proactively evaluate best practices when it comes to processes and procedures within the Customer Success role; suggest changes or enhancements to existing procedures to ensure the team’s motions are aligned with the goals of customers and the business.
Leverage internal tools, such as Salesforce, Tableau, Outreach, and Gong to ensure effective communication and impact assessment.
About the team
Manage Melio’s most valuable customers, overseeing the strategic growth and retention of top-tier accounts. Act as a consultant at key milestones to ensure long-term success, drive deeper platform usage, and identify new avenues for expansion. Regularly surface customer feedback to internal stakeholders, including leadership, Product, Voice of the Customer, and Strategy teams to continue to enhance the platform. Own the consolidation of this feedback as well as the packaging and presentation of the insights.
About Melio USA
Competitive compensation packages: Annual base salary range is $70,000 - $85,000 with an additional bonus component.
Medical, Dental, and Vision: Generous and highly competitive plans with up to 100% employer-paid coverage, FSA and HSA.
401K matching and stock options: Investment in your future with Melio.
Wellness: Holistic approach to wellness with financial, physical, emotional, social, and community support for employees.
Time Off: Competitive vacation time, sick days, holidays, parental leave and wedding days.
Food perks: Fully stocked kitchens, weekly Seamless stipend, and catered meals.
Office culture: Collaborative offices in New York City or Denver, hybrid working environment, dog-friendly.
Growth and development: Professional and personal growth through workshops, mentorship programs, and team building activities.