Sr. Customer Success Manager

What You'll Do

• Portfolio Ownership: Manage and grow a portfolio of roughly 15 strategic clients ranging from fintechs to enterprise organizations.
• Strategic Partnership: Serve as a trusted advisor by leading Executive Business Reviews and proactively recommending solutions that anticipate client needs.
• Commercial Growth: Drive the commercial success of your portfolio by owning customer retention, expansion strategies, and overall revenue growth.
• Subject Matter Expertise: Develop deep industry knowledge in areas like fintech lending, consumer engagement, and AI-enabled workflows to challenge assumptions and introduce new ideas.
• Executive Relationship Management: Build trusted relationships across multiple levels of client organizations to confidently facilitate executive conversations and influence strategic direction.
• Cross-Functional Leadership: Act as the voice of the customer internally, partnering with Product, Engineering, and Sales to remove roadblocks and drive continuous platform improvement.
• Success Planning: Monitor portfolio health through quantitative and qualitative metrics, building annual account plans to mitigate risks early.

Who You Are

• Experienced Partner: You bring proven experience managing strategic customer relationships within SaaS, fintech, financial services, or a similar consultative B2B environment.
• Intellectually Curious: You naturally think like a consultant, asking thoughtful questions to uncover underlying business challenges and priorities.
• Exceptional Communicator: You possess strong executive communication skills and can confidently navigate difficult conversations with empathy and professionalism.
• Commercially Minded: You have strong commercial acumen and genuinely enjoy identifying opportunities that create value for both the customer and the business.
• Highly Organized: You can independently prioritize multiple complex projects while maintaining a sharp attention to detail.
• Proactive Leader: You take internal ownership of outcomes without waiting to be asked and thrive in a collaborative, team-oriented culture.