Customer Success Manager

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

📋 Description

• Manage the relationship with designated mid-market accounts post-sales (up to 250K ARR), acting as the main point of contact for kickoff, out-of-the-box implementation, integration, training, and optimization.

• Oversee client onboarding, out-of-the-box implementation, and configuration projects, working closely with customers’ teams for go-live and continuous support.

• Develop and deliver training programs for customer teams.

• Participate in a pooled model to address customer inquiries and perform first-level triage.

• Conduct onboarding and implementation for 80-100 accounts.

• Facilitate periodic business reviews with key stakeholders.

• Collaborate with the Sales team on renewals and upsell opportunities.

• Record customer feedback and feature requests.

• Track customer metrics and usage patterns to uncover opportunities for increased adoption.

⛳️ Requirements

• 3-5+ years of experience in customer success or a similar customer-facing role within B2B SaaS, Mortgage, Lending, or FinTech.

• Demonstrated success at early-stage startups (50-200 employees).

• At least 5 years in previous roles, showcasing stability and impact.

• Essential prior experience in account management or customer management.

• Strong problem-solving skills.

• Excellent communication abilities with the capacity to articulate product features, integrations, and functionalities to diverse audiences.

• Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience).

🏝️ Benefits

• Healthcare coverage

• PTO and remote work flexibility

• Professional development opportunities