Customer Success Team Manager – Financial Technology

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

📋 Description

• Lead and inspire a team of Customer Success Representatives.

• Oversee team performance and implement strategies for customer success.

• Provide ongoing coaching and support to enhance team skills and knowledge.

• Propel the team to achieve and surpass metrics and client expectations through effective pipeline management.

• Mentor and develop representatives to achieve daily, weekly, and monthly input and output goals.

• Collaborate with fellow customer success managers to share best practices and address challenges.

• Present customer success solutions and strategies to clients, emphasizing the value proposition.

• Analyze performance metrics and ensure data accuracy utilizing data management skills.

• Conduct regular team meetings, huddles, and one-on-one sessions with employees.

• Evaluate team processes, procedures, and outcomes to identify areas for improvement.

• Develop and execute plans for process enhancements.

• Foster strong client relationships through proactive engagement and effective communication.

• Ensure compliance with risk management and sales activity standards.

• Work with other departments to uncover new business opportunities and bolster customer success and sales initiatives.

• Perform additional related tasks as required.

⛳️ Requirements

• Experience in payment processing, money movement, or related financial/payment products.

• Demonstrated experience in a customer success or account management position, preferably within a SaaS, financial software, or subscription-based business model.

• Experience managing a dedicated book of business in the mid-market sector.

• Proven success in B2B customer success or sales roles.

• Previous experience leading a team in a fast-paced, quota-driven environment.

• Exceptional verbal, presentation, and written communication abilities.

• Proficiency in building strong relationships, managing conflicts, and leading by example.

• A history of coaching and developing underperformers to achieve their targets.

• Familiarity with Microsoft and/or G Suite applications.

• Customer-focused mindset with the capability to motivate others and maintain high standards of excellence.

• Ability to adapt and effectively multitask in a dynamic setting.

• Strong analytical skills for interpreting data and making informed decisions.

• Excellent client engagement capabilities.

• Comprehensive understanding of sales analytics, including data and reporting trends, replicating success, and identifying/correcting issues.

• Effective customer success or sales skills to support business development and meet sales objectives.

• Familiarity with technologies and tools that enhance customer success, sales operations, and client satisfaction.

• Experience in FinTech or SaaS sales is highly preferred.

• SaaS experience is highly preferred.

• Salesforce experience is highly preferred.

• Knowledge of Salesforce is preferred.

🏝️ Benefits

• Structured learning and career development programs.

• Mental health program.

• Generous Paid Time Off policy.

• Paid medical leave.

• Child/Dependent care reimbursement.

• Education reimbursement.

• 401k matching contributions.

• Hardship loan program.

• Access to a financial wellness advisor.

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