Customer Success Manager

About the role

As a Customer Success Manager (CSM), you will be an essential part of our Software as a Service (SaaS) company. You will develop and strengthen relationships with customers within your designated territory, increasing solution adoption and working alongside Regional Vice Presidents and Account Managers to earn new business. This role reports to the Director of Customer Success and plays a vital role in ensuring customers achieve their desired outcomes while using SWIVEL’s solutions.

Responsibilities

• Serve as a key member of customer-facing teams, leveraging extensive knowledge of SWIVEL solutions to support sales and new business growth.
• Monitor customer health metrics, proactively address risks, and implement strategies to prevent churn and ensure long-term retention.
• Work with customers to build customer success plans, establishing critical goals to help them reach their organizational objectives.
• Partner with account teams (Account VPs and Account Managers) to uncover cross-selling and product adoption opportunities.
• Advocate customer needs to cross-functional teams, including the Director of Customer Success, Marketing, Product, Quality Assurance, Implementations, and Support, while managing customer concerns.
• Identify dissatisfaction risk and collaborate with internal teams to remediate issues, ensuring contract renewal and high customer satisfaction.
• Leverage Salesforce, Omni Analytics, and other internal tools for data-driven insights and opportunities for customer relationship growth.
• Create and deliver data-supported business reviews and reports to highlight customer utilization and provide recommendations for optimization.
• Report on trends associated with customer engagement and present recommended methodologies to senior leadership.
• Drive operational excellence by creating scalable processes, playbooks, and workflows to define the future of the Customer Success organization.
• Support the Implementations team for client onboarding readiness, ensuring teams and clients are prepared for success.
• Take initiative to build structure where none exists, laying the foundation for sustainable growth and scalable team success.
• Serve as a senior role on the team, bringing industry experience and mentoring associate-level team members.
• Stay ahead of industry trends, compliance, and payment systems to provide informed guidance to customers and field teams.

Requirements

• 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 the SaaS ecosystem.
• Proficient knowledge of CRM software utilization.
• Advanced organizational, planning, and multi-tasking skills.
• Advanced data collection and analysis skills.
• Advanced negotiation, priority management, and problem-solving skills.
• Strong verbal and written communication skills.
• Ability to work collaboratively, build relationships, and adapt to changing priorities.
• Proficient in Microsoft Office (Outlook, Word, Excel).
• Ability to type 35 WPM.
• Ability to sit for long periods performing sedentary activities.
• Ability to push, pull, and lift up to 20 lbs. of files, supplies, or documents.

Benefits

• Competitive overall compensation package.
• Work/Life balance.
• Employee engagement activities and recognition awards.
• Years of Service awards.
• Career enhancement and growth opportunities.
• Leadership Academy and Mentor Program.
• Continuing education and career certifications.
• Variety of healthcare coverage options.
• Traditional and Roth 401(k) retirement plans.
• Lucrative Wellness Program.

Based upon employee eligibility.