Customer Success Manager, FinTech

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Take ownership and enhance relationships with a designated portfolio of SymPro customers following implementation.

• Act as the consistent point of contact for government agencies and public institutions utilizing treasury management software.

• Regularly check in with clients to comprehend product usage, validate platform value, and deliver ongoing support.

• Track customer sentiment, usage trends, outstanding items, renewal schedules, risks, and opportunities.

• Assist in the renewal processes and coordinate subsequent steps to bolster long-term retention.

• Collaborate with Implementation, Support, Sales, and leadership to address customer inquiries, concerns, invoicing requirements, contract specifics, billing adjustments, and account management issues.

• Direct customers towards newer SymPro products and pinpoint opportunities for additional products, modules, and services.

• Manage smaller add-on discussions and collaborate with Account Executives on larger or more complex opportunities.

• Ensure accurate CRM documentation covering customer interactions, account activities, renewal statuses, risks, opportunities, and next steps.

• Collect customer feedback, recognize patterns, and relay insights to Sales, Support, Implementation, Product, and leadership.

• Contribute to discussions regarding product, pricing, processes, renewals, references, and case study opportunities.

⛳️ Requirements

• Proven experience in fostering trust with customers in a relationship-driven role such as customer success, account management, client services, inside sales, banking, software, public sector, financial services, or a similar environment.

• Capability to manage a customer portfolio while maintaining a consistent outreach schedule.

• Ability to track outstanding items and maintain close oversight of account health.

• Strong communication skills and effective coordination with customers and internal teams.

• Proficiency in asking insightful questions and providing reliable follow-ups.

• Skills to support renewals, strengthen relationships, facilitate product migrations, generate leads, and contribute to revenue objectives.

• Ability to balance customer advocacy with company priorities and business goals.

• Comfort in establishing rapport with finance, treasury, accounting, investment, and operational stakeholders.

• Willingness to learn software products and comprehend how technology underpins customer workflows.

• Experience with public sector organizations, treasury, investment, debt, cash management, accounting-related software, SaaS subscription models, renewals, migrations, CRM tools, ticketing systems, or AI-enabled workflow tools is advantageous.

• Must reside in the United States or Canada.

🏝️ Benefits

• Bonus and commission opportunities.

• Fully remote work environment.

• Career advancement opportunities into customer success, account management, sales, or leadership positions.

• Virtual interview process.

• Equal employment opportunities.

• Workplace accommodations available upon request.