Senior Customer Success Manager

Debt Book is an industry-leading fintech software platform that revolutionizes the way local governments, higher education, healthcare organizations and their finance teams work. Our powerful, cloud-based software helps these organizations manage all aspects of their debt, leases, and subscriptions, streamline financial reporting, and share information simply with others.

About this Role

We're looking for a candidate with treasury or governmental finance experience who can be a consultative partner to our enterprise level treasury customers as a Sr. Customer Success Manager. If this is you and you bring exceptional project management, communication and relationship building skills please apply to join our growing team! Our Customer Success Management team is responsible for managing implementation projects to set customers up for success and for maintaining those positive customer relationships that ultimately lead to contract renewal with Debt Book.

You will be responsible for engaging Debt Book customers at all levels of their organization in an effort to promote adoption and full utilization of the Debt Book suite of products.

What You'll Do

• Manage a book of business- primarily governmental treasury customers across the enterprise segment
• Ensure a seamless implementation experience by acting as a strong project manager, working to ensure value is delivered and keeping multiple stakeholders aligned through the data implementation, platform configuration, and value-driven training
• Reach out to customers by phone and email throughout the customer lifecycle and ensure appropriate engagement
• Educate customers on the value of new functionality and foster feature adoption
• Meet with customers before their renewal period to understand and address their needs, concerns, and goals
• Partner with the account management team to optimize retention efforts and identify opportunities for expansion
• Act as the voice of the customer internally, sharing customer feedback with the product team
• Identify signs of potential churn or dissatisfaction and collaborate on strategies to mitigate risks
• Maintain a strong understanding of customer organization, including key stakeholders, and individual value drivers to maintain account health and identify needs
• Assist in updating and managing resource guides to ensure user understanding and adoption
• Take ownership over the implementation process, drive efficiencies, and continuously improve the overall customer onboarding experience

What You Bring

• 2+ years of experience in a public finance-related or treasury-related role
• 4+ years of relevant work experience in industry or fintech SaaS
• Accounting or finance background required
• Strong communication skills to reach out to customers on the phone and via email to build trust, and ensure value delivery.
• Self motivated, with strong project management and organizational skills
• Proficient in all Microsoft Excel, including formulas and functions
• Strong desire to work with customers to demonstrate the value of the Debt Book application.
• Willingness and ability to become a product expert on all areas of the application.
• A passion for technology and how it can transform organizations
• Comfort in a fast moving startup environment with shifting business demands

OUR "GOAT" VALUES

GROW Continuously

• We believe in continuous improvement, never accepting the status quo as good enough, and iterating to move quickly without compromising on quality.
• We are energized by the fast-paced rate of change that growth demands and see new challenges as opportunities for resilience and personal development.
• We are driven by curiosity to think creatively, innovate, and experiment, and we humbly incorporate lessons learned from success and failure along the journey.

OWN Your Outcomes

• We hold ourselves accountable for exceptional effort, execution, reliability, professionalism, and results that add tremendous value for customers.
• We are all individual contributors, responsible for delivering value to our customers, team, and company with every action we take.
• As managers, we lead by example in both what we do and how we do it, and stay personally familiar with the work as we coach our teams.
• We follow through on our decisions and commitments with action.

ABOVE & Beyond

• We create moments of magic, surprising and delighting our customers at every touchpoint.
• We run towards problems and enthusiastically jump in to help colleagues however we can be valuable.
• We take pride in proactively doing the extra little things that set us apart, even when no one is watching.

TEAM Over Ego

• There is no task needed at Debt Book that is beneath any of us.
• We work hard to be the teammate others want on their team.
• We have the courage to have hard conversations and the grace to receive honest feedback in pursuit of excellence.

WHY DEBTBOOK

Debt Book is a fast-growing company where we dream big, move fast, make an impact, and bring joy to everything we do. Our core values drive our success as an organization, and we are looking for…