Customer Success Manager, Tier 1

This is a fully remote position, open to applicants in Illinois, +10 more states.

📋 Description

• Oversee a portfolio comprising approximately 20 Tier-1 financial institution clients, which includes credit unions and community banks.

• Act as a trusted strategic advisor and the primary point of contact for Tier-1 accounts.

• Perform regular check-ins and conduct executive/strategic business reviews.

• Create and implement customized, multi-year customer success plans.

• Analyze data to identify and mitigate churn risks through health scoring, usage tracking, and proactive interventions.

• Collaborate with clients on best practices, change management, roadmap alignment, adoption strategies, and value realization.

• Pinpoint opportunities for expansion and upselling, working closely with the Sales team on account planning.

• Program-manage intricate Tier-1 onboarding and implementation initiatives.

• Offer training, enablement resources, and best practices to enhance product adoption.

• Advocate for customer requirements with Product, Engineering, Support, and Marketing teams.

• Gather and communicate customer feedback to shape product development and the roadmap.

• Cultivate customer stories, case studies, and speaking engagements.

• Monitor and report on customer health, retention, expansion, and other essential metrics.

• Keep precise records in the CRM/CS platform and communicate account status, risks, and growth opportunities to leadership.

⛳️ Requirements

• Over 5 years of experience in customer-facing roles, specifically in account management or customer success, preferably in B2B SaaS and/or FinTech.

• Demonstrated success in supporting complex Tier-1 or enterprise-level customers.

• Willingness and capability to travel to customer locations up to 25% of the time.

• A customer-focused mindset with the ability to comprehend business, technical, and operational requirements.

• Strong analytical and problem-solving capabilities.

• High technical proficiency with a quick learning curve for new software and tools.

• Outstanding communication skills and a strong executive presence.

• Ability to collaborate effectively across sales, product, support, implementation, and leadership teams.

• Flexibility and resilience in a dynamic startup environment.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career growth.

• Flexible work arrangements and a supportive work environment.