Customer Success Manager

This is a fully remote position, open to applicants in Lebanon.

📋 Description

• Oversee the transition from the project team following the go-live phase.

• Promote platform adoption and enhance customer value.

• Monitor customer health and proactively identify retention risks.

• Conduct quarterly business reviews to discuss outcomes and priorities.

• Facilitate customer communication and address critical issues in collaboration with Support.

• Identify customer advocates and refer opportunities for expansion to the Customer Success Manager.

• Act as the voice of the customer within the organization and follow up on agreed actions.

• Manage post-go-live success and ensure the long-term health of a designated portfolio of customers utilizing EXUS debt collections and recovery platforms.

• Transform product usage and customer outcomes into actionable success plans.

• Assist customers in realizing value and proactively highlight emerging risks.

• Collaborate closely with Delivery, Support, Product, Engineering, and BAs departments.

• Provide insights on customer health and identify expansion opportunities to support commercial proposals, negotiations, and renewals.

⛳️ Requirements

• Bachelor's degree in Business Administration, Sales, IT, or a related field.

• Minimum of 3 years of relevant experience in Enterprise SaaS Customer Success, Program Management, or Sales, with banking experience essential.

• Experience within the fintech sector is considered a strong advantage.

• Proven experience in managing ongoing customer relationships, including post-deployment engagement, adoption, business reviews, and understanding customer needs.

• Demonstrated ability to work with multiple business and technical stakeholders throughout complex enterprise deployments lasting six months or more, including transition and handover to ongoing operations.

• Capability to analyze usage data, dashboards, and customer outcome metrics, identify limitations in available data, and convert findings into specific actions related to adoption, customer outcomes, or risk mitigation.

• Established ability to collaborate with Delivery, Support, and Product teams to define ownership, track actions to completion, and maintain positive customer relationships.

• Proficient in using CRM or Customer Success platforms, BI dashboards, and project management or support portals.

• Strong written and verbal English skills, with the confidence to effectively communicate with senior customer stakeholders, facilitate business reviews, and manage complex or sensitive escalations.

• Willingness to travel for key go-lives, customer meetings, and business reviews, approximately 30% of the time annually, as needed.

• Preferred: Experience in collections, lending, banking operations, or financial software.

• Preferred: Lean or Six Sigma training/certification, or demonstrated experience in leading measurable process improvement initiatives or workshops.

• Preferred: Experience with AI- or machine learning-enabled financial software.

• Preferred: Proficiency in Thai, Spanish, or French, in addition to English.

🏝️ Benefits

• Fully remote work setup.

• Competitive salary.

• Inclusive work environment & Well-being Program.

• A clear induction program & a mentoring buddy to assist you.

• Private health insurance allowance.

• Unlimited time off.