Customer Success Manager

About the role

The Customer Success Manager (CSM) plays a crucial role in ensuring customer success and driving sales growth. Reporting to the Director of Customer Success, this position involves working closely with the Sales team and Product Teams to increase solution utilization, reduce implementation risk, and identify business expansion opportunities.

Responsibilities

• Serves as a key member of customer-facing teams and leverages extensive knowledge of SWIVEL solutions to support sales and new business growth.
• Maintains customer health metrics, proactively addresses risks, and implements strategies to prevent churn and ensure long-term retention.
• Works with customers to develop customer success plans, establish critical goals, and help customers reach their organizational goals and objectives.
• Promotes cross-selling and product adoption opportunities by partnering with accounts teams (Account VPs and Account Managers).
• Advocates customer needs to cross-functional teams and manages customer concerns.
• Identifies dissatisfaction risks, collaborates with internal teams to remediate issues, and ensures contract renewal and high levels of customer satisfaction.
• Leverages Salesforce, Omni Analytics, and other internal tools for data-driven insights and opportunities for customer relationship growth.
• Creates and delivers data-supported business reviews and reports to highlight customer utilization and provide ongoing recommendations for optimization.
• Analyzes trends associated with customer engagement and presents recommended methodologies to senior leadership.
• Drives operational excellence by creating scalable processes, playbooks, and workflows that define the future of the Customer Success organization.
• Supports the Implementations team for client onboarding readiness, ensuring teams and clients are prepared for success.
• Takes initiative to build structure where none exists, laying the foundation for sustainable growth and scalable team success.
• Serves as a senior role on the team, bringing industry experience and mentorship to associate-level team members.
• Stays ahead of industry trends, compliance, and payment systems to provide informed guidance to customers and field teams.

Qualifications

• Bachelor’s degree in Business with a concentration in Business Administration, Business Management, Marketing, or Finance from an accredited college or university.
• Minimum of five (5) years of customer service and satisfaction experience in financial services.
• Minimum of three (3) years in Customer Success Management, Account Management, or Sales, with a strong track record of retaining existing clients and contributing to sales growth.
• Proficient knowledge of business processes, applicable laws, and regulations.
• Working knowledge of SaaS ecosystem.
• Proficient knowledge of CRM software utilization.
• Advanced organizational, planning, and multi-tasking skills.
• Advanced collecting and analyzing data skills.
• Advanced negotiation skills.
• Advanced managing priorities and deadlines and problem-solving skills.
• Able to communicate and interact effectively in verbal and written communication.
• Able to work collaboratively and build relationships.
• Able to analyze, organize, and prioritize work.
• Able to be adaptable.
• Proficient Microsoft Office skills, including Outlook, Word, and Excel.
• Able to use basic office equipment, including copy machine, personal computer, and fax.
• Able to type 35 WPM.
• Sit for long periods of time performing sedentary activities.
• Push, pull, and lift up to 20 lbs. of files, supplies, documents, or other related items.

Benefits

SWBC offers a competitive compensation package, including a base salary range of $89,252.80 - $133,879.20, and the potential for additional incentive compensation in the form of commission or performance bonuses. The company also provides a variety of benefits such as a traditional and Roth 401(k) retirement plan, continuing education and certification opportunities, and a comprehensive wellness program.