Customer Success Manager II

Own the customer lifecycle: Seamlessly transition customers from their onboarding journey, focusing on long-term adoption and success, and growing the installed base revenue number. Facilitate training and enablement sessions, regular cadence calls and Executive Business Reviews (EBR's) with customers.  

Drive growth and retention: Build and maintain Strategic Account Plans in collaboration with your customers, including retention and growth strategies. Create shared KPI's that are reviewed, mapped, and measured. 

Advocate for the customer: Interact with sales, professional services, and product team members on projects to connect client wishes to the larger business strategy. Effectively represent your customers in driving product development for new integrations and features. 

Resolve customer problems: Maintain visibility into customer issues and requests in partnership with our Customer Care team, ensuring customers are updated regularly. Act as a point of escalation for high-severity requests and work cross-functionally to drive resolution. 

Propose improvements: Coordinate with other teams across our organization to propose scalable improvements to our customer journey. Identify problems that affect multiple clients and forecast what those trends mean for future attrition. 

5+ years’ experience in a SaaS based Customer Success role. 

Background in Fintech software solutions, preferably accounts receivable 

Bachelor's Degree in Business, Marketing, Communications, Economics, or related field. 

Customer Obsession: Resolute focus on the needs of the customer above all. Views problems through the customer’s lens first, basing decisions and prioritization around their needs. Asks curious questions to understand the 'why' behind customer needs and the impact on their business. 

Agility: Highly adaptive in the face of ambiguous and complex problems, taking a flexible and resourceful approach to new challenges. Able to seamlessly alternate between various tasks and roll with the punches when things change. 

Follow-through: High motivation, bias to action and strong prioritization. Can work proactively and independently to bring all assigned work to completion with speed and accuracy.