Customer Success Manager – Financial Technology

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

📋 Description

• Oversee a portfolio of valuable Mid-Market clients and take responsibility for their overall success.

• Develop and nurture relationships with key decision-makers and stakeholders within customer teams.

• Promote account-wide product and service adoption through proactive engagement, training, and support.

• Execute tailored playbooks based on customer activities.

• Investigate and tackle low payment adoption and usage issues.

• Mitigate churn by enhancing post-sales buyer experiences.

• Track customer health and formulate risk mitigation strategies.

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

• Analyze customer data and activities to uncover upselling, cross-selling, and account management opportunities.

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

⛳️ Requirements

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

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

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

• In-depth understanding of the post-sales customer journey.

• Capability to orchestrate intricate buyer experiences and drive long-term value.

• Strong negotiation skills and comfort in managing financial discussions and cancellations.

• Exceptional communication, interpersonal, and presentation abilities.

• Proactive and solution-oriented mindset focused on customer outcomes.

• Competence in analyzing data and identifying trends to guide 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 program.

• Generous Paid Time Off policy.

• Paid medical leave.

• Child/Dependent care reimbursement.

• Education reimbursement.

• 401k match.

• Hardship loan program.

• Access to financial wellness advisor.

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