Customer Success Manager

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

📋 Description

• Oversee a dedicated portfolio of clients, ensuring their overall success, satisfaction, and loyalty.

• Cultivate relationships with key decision-makers and stakeholders within client teams.

• Enhance product and service usage through proactive engagement, training, and support.

• Execute tailored playbooks triggered by customer interactions.

• Examine and resolve issues related to low adoption and usage of payment solutions.

• Reduce churn by delivering positive experiences for buyers post-sale.

• Track customer health and develop risk mitigation strategies.

• Arrange business reviews to synchronize on objectives, challenges, and requirements.

• Evaluate customer data and activities to pinpoint upselling, cross-selling, and account management opportunities.

• Offer reactive assistance, product updates, valuable information, and invitations to events.

⛳️ Requirements

• Background in payment processing, money movement, or other financial/payment products.

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

• Minimum of 2 years managing a dedicated book of business within the mid-market sector.

• Comprehensive understanding of the post-sales customer journey.

• Capability to orchestrate complex buyer experiences and foster long-term value.

• Strong negotiation abilities; comfortable handling financial discussions and cancellations.

• Exceptional communication, interpersonal, and presentation skills.

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

• Proficient in analyzing data and identifying trends to guide customer strategies.

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

• Experience in onboarding and implementation of new solutions is preferred.

• Knowledge of risk mitigation techniques to reduce customer churn.

• Understanding of ROI realization within 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 match.

• Hardship loan program.

• Access to a financial wellness advisor.

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