Customer Success Manager

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

📋 Description

• Cultivate and enhance relationships with a designated portfolio of SymPro clients.

• Act as the reliable point of contact following implementation.

• Proactively engage with clients to assess product usage and deliver customer value.

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

• Assist with renewals and outline subsequent steps to foster long-term retention.

• Collaborate with various departments including Implementation, Support, Sales, and leadership to address customer needs.

• Manage, monitor, and resolve customer inquiries regarding questions, invoicing requirements, contract specifics, billing modifications, and account management issues.

• Assist customers in transitioning to newer SymPro products.

• Spot opportunities for additional products, modules, and services.

• Handle discussions around smaller add-ons and collaborate with Account Executives on more significant opportunities.

• Maintain precise CRM documentation reflecting customer interactions, account activities, renewal statuses, risks, opportunities, and upcoming actions.

• Collect customer feedback, recognize trends, and relay insights to Sales, Support, Implementation, Product, and leadership teams.

• Highlight opportunities related to product, pricing, process, renewals, references, and case studies.

⛳️ Requirements

• Proven experience in building trust with customers in relationship-driven roles such as customer success, account management, client services, inside sales, banking, software, public sector, financial services, or similar environments.

• Capability to manage a customer portfolio while maintaining regular outreach.

• Proficient in tracking outstanding items and assessing account health.

• Strong communication skills for effective coordination with clients and internal teams.

• Ability to listen to concerns, clarify next steps, coordinate involved parties, and provide reliable follow-up.

• Commercial awareness essential for supporting renewals, expanding relationships, facilitating product migrations, generating leads, and contributing to revenue objectives.

• Comfortable in establishing rapport with finance, treasury, accounting, investment, and operational stakeholders.

• Aptitude for learning software products and understanding technology-driven customer workflows.

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

• Position must be located in the United States or Canada.

🏝️ Benefits

• Full-time remote work opportunity.

• Paths for career growth into customer success, account management, sales, or leadership positions.

• Freedom to be innovative and inquisitive.

• Virtual interview process.

• Commitment to equal employment opportunities and reasonable accommodations for applicants with disabilities.