Customer Success Manager

Who Will Love This Job

Someone who finds more satisfaction in making something better than building something new — and understands why that’s harder

Someone who believes that technology serving people’s financial lives is worth doing with real care and precision

Someone who is energized by a company in motion — where the roadmap is growing and your contributions shape the direction

Someone who is as comfortable presenting to an executive team as they are rolling up their sleeves to solve a customer’s operational problem

Someone who thrives on building long-term relationships with customers and earning their trust over time

Someone who is proactive by nature — who identifies risk before it becomes a problem and acts without being asked

Someone who can translate complex data and product capabilities into clear, strategic conversations with credit union leaders

Someone who sees customer advocacy as both a responsibility and a privilege

Position Details

These are full-time, exempt positions. Candidates may work remotely from anywhere in the United States, with the exception of California. While location is flexible, candidates based on the East Coast are strongly preferred.

Travel is expected at up to 50% domestic and international, including Puerto Rico and the Caribbean.

The starting salary range for these positions is $90,000 – $100,000 based on experience, plus bonus eligibility.

Essential Duties & Responsibilities

• Strategic Account Leadership
• Serve as the primary strategic contact for assigned credit union customers
• Develop trusted relationships with executive leadership, operational leaders, and key stakeholders
• Conduct Quarterly Business Reviews (QBRs)
• Create and maintain Success Plans for at-risk and strategic accounts
• Drive customer engagement through proactive outreach and relationship-building activities
• Customer Advocacy & Retention
• Act as the voice of the customer internally
• Identify customer risks early and coordinate cross-functional efforts to resolve concerns
• Develop recovery plans for at-risk accounts and lead retention efforts
• Escalate critical customer issues while maintaining executive-level communication
• Monitor customer health indicators and take action before issues impact satisfaction
• Adoption & Value Realization
• Help customers maximize utilization of Sharetec products and services
• Identify opportunities to improve operational efficiency and member experience
• Guide customers through new product releases, enhancements, and best practices
• Promote the adoption of available solutions that align with customer objectives
• Partner with training teams to increase product knowledge and utilization
• Cross-Functional Collaboration & Continuous Improvement
• Partner closely with Support, Product, Professional Services, Sales, and Leadership teams
• Advocate for customer needs in product discussions and roadmap conversations
• Participate in customer escalations and strategic account planning
• Gather customer feedback through surveys, meetings, and ongoing engagement
• Identify trends and recurring themes affecting customer satisfaction
• Contribute to improvements in customer success processes, tools, and reporting

Qualified Candidates Should Have

• Required:
• 3+ years of Customer Success, Account Management, Relationship Management, Banking, Credit Union, SaaS, or Financial Technology experience
• Experience managing executive-level customer relationships
• Strong presentation and communication skills
• Ability to interpret business metrics and provide strategic recommendations
• Proven ability to manage multiple priorities and customer portfolios
• Experience working cross-functionally in a fast-paced environment
• Preferred:
• Credit union or banking industry experience
• Core processing, digital banking, fintech, or SaaS experience
• Experience conducting QBRs, EBRs, or strategic account reviews
• Familiarity with Salesforce, CRM platforms, and customer health scoring tools
• Understanding of customer retention, NPS/cNPS, CSAT, and customer journey management
• Experience managing escalated customer situations

Why Sharetec

Acquired by Evergreen Financial Technology Group (EFTG) in late 2020, Sharetec is now marching towards rapid growth and expansion into new markets. We are a team of highly focused and dedicated individuals who stop at nothing to achieve success no matter how great or small the challenge.

As a core and digital software provider for credit unions, Sharetec empowers clients with modern tools for member services, lending, and an enhanced member experience.

At Sharetec, we believe in taking care of our people, both professionally and personally. Our comprehensive benefits package includes competitive salaries, medical, dental, vision, life, and disability coverage, generous Paid Time Off (PTO), paid holidays (including your birthday off!), a $1,000 employee referral program, and a 401(k) with company matching.

We are a team of bold, powerful, and caring individuals who work closely together, whether in a hybrid setting or fully remote. We stay connected through virtual events, collaborative team experiences, and regular all-hands meetings that keep us aligned and engaged.

At Sharetec, you’ll find not just great benefits, but incredible people who lift each other up, challenge each other to grow, and make work meaningful and fun every day.

Sharetec is an equal opportunity employer.