Customer Success Manager

About the role

The Customer Success Manager is responsible for managing key customer accounts, fostering long-term relationships, and driving retention and growth.

Responsibilities

• Build and maintain strategic relationships through meaningful interactions and comprehensive engagement.
• Guide customers through onboarding, adoption, and lifecycle stages, maximizing platform value.
• Monitor customer health signals, identify churn risks, and uncover growth opportunities.
• Execute sales methodologies to deepen discovery and influence positive outcomes.
• Collaborate with internal teams to ensure customer feedback informs product and service improvements.
• Evaluate and enhance customer success processes, leveraging tools like Salesforce, Tableau, Outreach, and Gong.
• Support customer education at scale through webinars and other initiatives.

Requirements

• 3+ years in Customer Success, Account Management, Sales, or client-facing roles.
• 1+ years experience with CRM systems, preferably Salesforce.
• Proven ability to adopt new technologies and teach others.
• Strong communication, sales acumen, and strategic thinking.
• Excellent time management and adaptability.
• Passion for working with small business owners and understanding their needs.
• Additional experience in SaaS or financial technology is a plus.

Impact & Team Collaboration

The role involves owning customer engagement strategies, supporting onboarding, and providing insights for continuous improvement. Collaboration across teams ensures customer feedback enhances the platform and customer experience.