Customer Success Manager

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

📋 Description

• Oversee customer relationships through a dedicated portfolio, ensuring overall success and fostering long-term satisfaction and loyalty.

• Cultivate and maintain relationships with key decision-makers and stakeholders across various customer teams.

• Promote account-wide utilization of products and services through proactive engagement, training, and support initiatives.

• Develop personalized playbooks activated by customer interactions.

• Tackle low adoption rates of payments through targeted outreach and enablement strategies.

• Mitigate churn by creating planned, positive experiences throughout the post-sales customer journey.

• Monitor customer health and devise risk mitigation strategies.

• Organize business reviews to realign on objectives, challenges, and needs; outline next steps to enhance user adoption and address risk issues.

• Analyze data and customer behaviors to pinpoint opportunities for upselling, cross-selling, and effective account management.

• Provide timely reactive support, product updates, valuable information, and event invitations.

⛳️ Requirements

• Experience in payment processing, money movement, or related financial/payment products.

• Demonstrated experience in customer success or account management, preferably within a SaaS, financial software, or subscription-based business model.

• A minimum of 2 years managing a dedicated portfolio in the mid-market sector.

• Strong comprehension of the post-sales customer journey.

• Capable of orchestrating complex buyer experiences and delivering long-term value.

• Excellent negotiation skills; comfortable handling financial discussions and cancellations.

• Outstanding communication, interpersonal, and presentation abilities.

• A proactive, problem-solving mindset focused on achieving customer outcomes.

• Proficient in data analysis to identify trends that inform customer strategies.

• Familiarity with Salesforce, Gainsight, or other CRM and Customer Success platforms.

• Experience with onboarding and implementation processes for new solutions is preferred.

• Knowledge of risk mitigation strategies to reduce customer churn.

• Understanding of ROI realization in subscription models.

🏝️ Benefits

• Structured learning and career development programs.

• Mental health support program.

• Generous Paid Time Off policy.

• Paid medical leave.

• Child/Dependent care reimbursement.

• Education reimbursement.

• 401k matching.

• Hardship loan program.

• Access to a financial wellness advisor.

• Comprehensive healthcare coverage, including medical, dental, and vision.