Customer Success Manager, FinTech

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

📋 Description

• Cultivate and enhance relationships with a designated portfolio of SymPro clients

• Act as the primary point of contact following the implementation phase

• Proactively engage with clients to assess their product usage and requirements

• Ensure customers derive value from the treasury management platform

• Track customer sentiment, usage trends, outstanding items, renewal schedules, risks, and account health

• Assist with renewals and coordinate subsequent steps to enhance long-term retention

• Handle customer inquiries, concerns, invoicing requirements, contract specifics, billing adjustments, and account administration issues across Implementation, Support, Sales, and leadership

• Direct customers towards newer SymPro products and facilitate product migrations

• Identify additional product, module, and service opportunities

• Manage smaller add-on discussions and collaborate with Account Executives on larger prospects

• Keep precise CRM records of customer interactions, account activities, renewal statuses, risks, opportunities, and next steps

• Collect customer feedback, recognize trends, and share insights with Sales, Support, Implementation, Product, and leadership

• Communicate opportunities related to product, pricing, processes, renewals, references, and case studies

⛳️ Requirements

• Relationship-driven customer experience in customer success, account management, client services, inside sales, banking, software, public sector, financial services, or a similar field

• Capability to establish trust with customers and nurture long-term relationships

• Proficiency in managing a customer portfolio while monitoring account health, outstanding items, renewals, risks, and opportunities

• Effective communication and coordination skills with customers and internal teams

• Ability to assist with renewals, account growth, product migrations, lead generation, and revenue objectives

• Skill in building rapport with finance, treasury, accounting, investment, and operational stakeholders

• Aptitude to learn software products and comprehend technology-supported customer workflows

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

🏝️ Benefits

• Bonus and commission structure

• Fully remote work opportunities

• Virtual interview process

• Career development prospects within SymPro and the broader Aquila organization

• Potential for advancement into wider customer success, account management, sales, or leadership roles

• Equal employment opportunities

• Disability accommodations available upon request