Customer Success Manager II

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

📋 Description

• Act as the primary representative of FinQuery for your assigned clientele.

• Enhance customer satisfaction levels.

• Foster growth by recognizing customers’ requirements for additional products and services.

• Oversee renewals while encouraging adoption, engagement, and advocacy.

• Assist in shaping FinQuery’s product development strategy.

• Conduct regular proactive outreach calls and account review sessions.

• Track health metrics, including NPS and churn rates.

• Spot upsell and cross-sell prospects.

• Manage the customer renewal process from start to finish.

• Collaborate with management to create Customer Success Plans.

• Address customer complaints and resolve issues effectively.

• Serve as the customer’s voice to guide product development.

• Leverage customer data and analytics for informed decision-making.

• Discover avenues for customers to become advocates.

• Conduct all business activities in line with FinQuery policies and procedures.

⛳️ Requirements

• 3-4 years of experience in customer success or account management within a SaaS or software environment.

• Proficient in creating success plans and utilizing data to assess customer health.

• Bachelor’s degree or equivalent experience.

• Excellent written and verbal communication skills.

• Strong organizational abilities with a keen attention to detail.

• Proven capability to establish and maintain customer relationships.

• Analytical mindset with a focus on achieving goals.

• Developing ability to identify upsell and expansion opportunities during customer interactions.

• Familiarity with contract negotiations and renewal discussions with clients.

• Experience with G-Suite, Salesforce, and/or Churnzero.

🏝️ Benefits

• Annual employee development program stipend of $1,000 for each employee.

• Mentorship program available.

• Sabbatical program offering 4 weeks after 5 years of service.

• Opportunities for advancement based on performance.

• Signing stipend for remote work arrangements.

• Paid Time Off.

• Parental Leave Benefits.

• Fertility/Adoption Assistance.

• Annual tutoring stipend for your children.