Customer Success Manager – Financial Technology

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

📋 Description

• Oversee customer relationships through a dedicated portfolio, ensuring overall customer success and fostering long-term satisfaction and loyalty.

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

• Identify observed challenges and provide effective solutions.

• Promote account-wide utilization of products and services through proactive engagement, training, and support.

• Create customized playbooks triggered by specific customer activities.

• Tackle low payment adoption with targeted outreach and enablement efforts.

• Investigate and pinpoint potential causes of low adoption and usage rates.

• Mitigate churn by crafting positive experiences throughout the post-sales customer journey.

• Monitor customer health and develop risk management strategies.

• Arrange business reviews to realign on goals, address challenges, and determine next steps to enhance user adoption and resolve risk factors.

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

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

⛳️ Requirements

• Experience in payment processing, money movement, or other financial/payment-related 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 book of business in the mid-market sector.

• Strong understanding of the post-sales customer journey.

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

• Excellent negotiation skills; comfortable handling financial discussions and cancellations.

• Outstanding communication, interpersonal, and presentation abilities.

• Proactive and solution-oriented mindset with a focus on customer outcomes.

• Proficient in data analysis to identify trends that inform customer strategies.

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

• Preferred experience in onboarding and implementing new solutions.

• Knowledge of risk mitigation strategies to reduce customer churn.

• Understanding of ROI realization in subscription models.

🏝️ Benefits

• Structured learning and career advancement programs.

• Mental health support program.

• Generous Paid Time Off policy.

• Paid medical leave.

• Child/Dependent care reimbursement.

• Education reimbursement.

• 401k matching program.

• Hardship loan program.

• Access to a financial wellness advisor.

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