Customer Success Manager

This is a fully remote position, open to applicants in Michigan, +1 more state.

📋 Description

• Act as a vital member of customer-facing teams, utilizing extensive knowledge of SWIVEL solutions to facilitate sales and foster new business growth.

• Track customer health metrics, proactively tackle risks, and implement strategies to mitigate churn while promoting long-term retention.

• Collaborate with customers to develop success plans, setting critical objectives to assist them in achieving their organizational goals.

• Partner with account teams, including Account VPs and Account Managers, to identify cross-selling and product adoption opportunities.

• Represent customer interests to cross-functional teams, such as the Director of Customer Success, Marketing, Product, Quality Assurance, Implementations, and Support, while managing customer concerns.

• Recognize potential dissatisfaction risks and work with internal teams to resolve issues, ensuring contract renewal and high levels of customer satisfaction.

• Utilize Salesforce, Omni Analytics, and other internal tools for data-driven insights and enhance customer relationship growth.

• Develop and present data-supported business reviews and reports to showcase customer utilization and offer ongoing optimization recommendations.

• Analyze trends related to customer engagement and provide suggested methodologies to senior leadership.

• Promote operational excellence by establishing scalable processes, playbooks, and workflows that will shape the future of our Customer Success organization.

• Assist the Implementations team in preparing for client onboarding, ensuring readiness for success.

• Take proactive steps to create structure in uncharted areas, laying the groundwork for sustainable growth and scalable team success.

• Function as a senior team member, bringing industry expertise and mentoring associate-level colleagues.

• Keep abreast of industry trends, compliance issues, and payment systems to offer informed guidance to customers and field teams.

⛳️ Requirements

• Bachelor's degree in Business with a focus on Business Administration, Business Management, Marketing, or Finance from an accredited institution.

• A minimum of five (5) years of experience in customer service and satisfaction within the financial services sector.

• Excellent interpersonal skills, a positive attitude, and the ability to collaborate effectively with others in the organization.

• At least three (3) years of experience in Customer Success Management, Account Management, or Sales, with a proven record of retaining clients and contributing to sales growth.

• Strong understanding of business processes, relevant laws, and regulations.

• Familiarity with the SaaS ecosystem.

• Proficient in CRM software usage.

• Exceptional organizational, planning, and multitasking abilities.

• Advanced skills in data collection and analysis.

• Strong negotiation skills.

• Excellent ability to prioritize and manage deadlines along with problem-solving capabilities.

• Effective verbal and written communication skills.

• Ability to work collaboratively and foster relationships.

• Competent in analyzing, organizing, and prioritizing tasks.

• Adaptable to change.

• Proficient in Microsoft Office applications, including Outlook, Word, and Excel.

• Capable of using basic office equipment such as copiers, personal computers, and fax machines.

• Ability to type at least 35 WPM.

• Capable of sitting for extended periods while performing sedentary tasks.

• Able to push, pull, and lift up to 20 lbs. of files, supplies, documents, or other related items.

🏝️ Benefits

• Competitive overall compensation package.

• Work/Life balance.

• Employee engagement activities and recognition awards.

• Years of Service awards.

• Opportunities for career enhancement and growth.

• Access to a Leadership Academy and Mentor Program.

• Continuing education and career certification options.

• A variety of healthcare coverage options.

• Traditional and Roth 401(k) retirement plans.

• A lucrative Wellness Program.