Customer Success Manager

About the Role

As the Customer Success Manager, Adra, you will hold a dual mandate: leading Trintech's customer advocacy and reference programs while serving as the dedicated Customer Success point of contact for a portfolio of Adra customers. This role cultivates and mobilizes a pool of customer references, facilitates customer forums and community engagement for Enterprise and Adra, and drives adoption, retention, and growth within your Adra account portfolio. You will partner cross-functionally with other Customer Success Managers, Professional Services, Support, Product, and Sales teams to ensure a seamless experience for both customers and internal stakeholders.

Customer Advocacy & Reference Programs

• Cultivate and maintain an ongoing pool of customer references by partnering with Customer Success, Professional Services, Support, and Sales teams.
• Review and fulfill sales reference requests by matching prospects with appropriate customer advocates and coordinating logistics for successful engagements.
• Prepare customers for reference calls to ensure they understand expectations and feel confident sharing their experience with Trintech solutions.
• Maintain and manage the customer reference tracking system and associated program assets.
• Coordinate recognition or rewards for customers participating in reference activities.
• Plan, organize, and facilitate customer forums and engagement sessions that encourage collaboration and knowledge sharing among customers.
• Partner with Customer Success and Product teams to identify relevant topics that strengthen customer community engagement.
• Educate internal teams on the customer reference process and assist sales representatives in identifying and requesting references.
• Track program metrics including reference activity, engagement participation, and program outcomes.
• Produce standard monthly reports and ad-hoc reports summarizing advocacy and reference activity and insights for internal stakeholders.
• Identify opportunities to automate processes and improve operational efficiency across advocacy and reference programs.

Adra Customer Success

• Serve as the primary point of contact and strategic partner for a portfolio of Adra customers.
• Understand customer business objectives and help them achieve those goals through adoption and optimal use of Adra products.
• Lead planning and execution of Adra client initiatives, including application upgrades, roadmap alignment, and product release readiness.
• Cultivate trusted advisor relationships with customer stakeholders, ensuring alignment with customer needs and Trintech's capabilities.
• Identify, mitigate, and manage account risk within the Adra portfolio; create and implement account plans to prevent churn and drive success.
• Proactively identify and pursue expansion opportunities within Adra accounts and collaborate with Sales on upsell and cross-sell strategies.
• Deliver business reviews and performance reporting to Adra customer stakeholders.
• Represent the customer voice internally and collaborate with Product Management, Engineering, Support, Marketing, and Sales teams on behalf of the Adra customer base.
• Champion customer advocacy within the Adra portfolio through references, testimonials, and participation in customer programs, in direct partnership with the advocacy responsibilities above.
• Contribute to the evolution and implementation of Customer Success best practices, programs, and tools for Adra customers.
• Perform other duties as assigned.

Required Knowledge, Skills & Abilities

• Ability to collaborate effectively with cross-functional and matrixed teams.
• Strong customer-first mindset and relationship-building skills.
• Ability to manage multiple priorities with strong attention to detail.
• Excellent organizational and project management skills.
• Strong written and verbal communication skills, with the ability to present to customer stakeholders.
• Ability to facilitate customer discussions and engagement forums.
• Strong problem-solving and process improvement capabilities.
• Ability to work independently and as part of a geographically dispersed team.
• Ability to learn new technologies, including the Adra product suite, and apply them to customer needs.
• Strategic thinker with the ability to identify and mitigate account risk.
• Maintain awareness of industry trends, developments, and best practices.

Education & Experience

• Bachelor's degree or equivalent industry experience in Marketing, Communications, Business Administration, or a related field.
• 2+ years of experience in customer advocacy, customer engagement programs, customer success, or a related discipline.
• Experience supporting or managing customer reference programs or similar engagement initiatives.
• Experience managing a customer portfolio, driving product adoption, and supporting retention and growth, ideally in a SaaS environment.
• Understanding of the customer journey and sales process.
• Demonstrated program or project management experience.
• Experience working with Salesforce or similar CRM platforms; experience with Customer Success platforms (e.g., Gainsight, Totango) is preferred.
• Familiarity with the Adra product suite preferred.

Work Environment

At Trintech, we offer a flexible work environment that includes both remote and corporate settings. Our inclusive and collaborative culture, supported by advanced technology, ensures seamless communication and productivity. This position is a hybrid role working both from the corporate office and from your home office.

What We Offer

• Open paid time off
• Hybrid schedule
• Comprehensive healthcare and wellness programs
• 100% company-paid volunteer time
• 401k with a company match
• Pet Insurance
• Tuition/Continuing Education reimbursement program

This response is AI-generated, for reference only.