Customer Success Manager

This is a fully remote position, open to applicants in United States, +2 more locations.

📋 Description

• Develop and enhance relationships with a designated group of SymPro clients

• Act as the primary contact following implementation

• Regularly engage with clients to understand their use of SymPro products

• Ensure customers are gaining value from the platform

• Track customer sentiment, usage trends, outstanding items, renewal schedules, risks, and opportunities

• Assist with renewal procedures and coordinate subsequent steps for long-term retention

• Facilitate customer requirements across Implementation, Support, Sales, and executive teams

• Direct, monitor, and assist in resolving inquiries, concerns, invoicing requests, contract specifics, billing adjustments, and account management issues

• Guide customers through transitions to newer SymPro products

• Spot opportunities for additional products, modules, and services

• Manage smaller add-on discussions and collaborate with Account Executives on larger prospects

• Keep precise CRM records of customer interactions, account activities, renewal statuses, risks, opportunities, and next steps

• Collect customer feedback, recognize patterns, and share insights with Sales, Support, Implementation, Product, and executive teams

• Notify about product, pricing, process, renewal, reference, and case study opportunities

⛳️ Requirements

• Proven experience in establishing trust with customers in a relationship-driven role, such as customer success, account management, client services, inside sales, banking, software, public sector, financial services, or a similar setting

• Capability to manage a portfolio of clients while maintaining a consistent outreach schedule

• Proficiency in tracking outstanding items and closely monitoring account health

• Effective communication with customers and internal teams

• Skill in asking insightful questions and following up reliably

• Ability to listen to concerns, clarify next steps, coordinate with relevant stakeholders, and advocate for customer needs

• Competence in supporting renewals, expanding relationships, introducing product migrations, generating leads, and contributing to revenue targets

• Ability to balance customer advocacy with company goals and business outcomes

• Comfort in building rapport with finance, treasury, accounting, investment, and operational stakeholders

• Capacity to learn software products and understand how technology facilitates customer workflows

• Experience with public sector organizations, treasury, investment, debt, cash management, accounting-adjacent software, SaaS subscription models, renewals, migrations, CRM tools, ticketing systems, or AI-enabled workflow tools is advantageous

• Must reside in the United States or Canada

🏝️ Benefits

• Full-time remote work

• Opportunity to take charge of customer relationships and influence customer success practices

• Career advancement opportunities across customer success, account management, sales, and leadership positions

• Exposure to renewals, account expansion, and inside sales

• Collaboration with Sales, Support, Implementation, Product, and leadership teams

• Virtual interview process

• Commitment to equal employment opportunities

• Accommodations available upon request for individuals with disabilities