Customer Success Manager

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

📋 Description

• Take ownership of the customer relationship from the onboarding phase through renewal and beyond for a varied portfolio of accounts.

• Encourage the adoption of the PEX platform.

• Generate measurable value for customers.

• Enhance customer engagement.

• Safeguard and increase revenue.

• Act as the primary relationship manager for customers across different industries and company sizes.

• Oversee onboarding, training, implementation, adoption, success planning, and renewals.

• Conduct Executive Business Reviews to showcase delivered value, align initiatives, and uncover expansion opportunities.

• Track and stimulate utilization, feature adoption, NPS, engagement, and Net Spend Retention metrics.

• Provide targeted training and share best-practice recommendations.

• Cultivate deep knowledge of the PEX platform, including its features, integrations, and workflows.

• Address complex issues, configure features, and assist customers with intricate workflows.

• Align PEX capabilities with customers’ operational objectives.

• Represent customer interests by relaying feedback to Product, Engineering, and internal teams.

• Identify and address churn risks while creating opportunities for expansion.

• Collaborate with Sales, Marketing, Product, and Support teams.

• Manage activities, communications, and reporting using Salesforce, Monday.com, Gong, and Google Suite.

• Enhance processes and scale the Customer Success function.

• Utilize AI tools such as Claude, ChatGPT, and Devin for account research, customer communications, usage insights, and internal workflows.

⛳️ Requirements

• Bachelor’s degree.

• 3+ years of experience in Customer Success, Account Management, or a similar client-facing role.

• Demonstrated success in managing a portfolio of accounts while meeting retention and expansion targets.

• Proficiency in consultative selling, problem-solving, and conflict resolution.

• Excellent communication, presentation, and project management abilities.

• Capacity to work cross-functionally in a fast-paced, collaborative setting.

• Self-driven, adaptable, and receptive to feedback.

• Preferred: experience in fintech, payments, prepaid cards, credit cards, expense management, or disbursement platforms.

• Preferred: familiarity with Google Suite, Microsoft Office, Monday.com, Salesforce, Claude, ChatGPT, and Gong.

🏝️ Benefits

• Join a team that’s transforming spend management for the contemporary workforce.

• Collaborate with dedicated, passionate individuals in a culture centered around innovation, collaboration, and respect.

• Advance your career with opportunities to influence the future of Customer Success at PEX.

• Enjoy a competitive salary, benefits, and perks.