Senior Customer Success Manager - Treasury Accounts Charlotte, NC

Senior Customer Success Manager
- Treasury Accounts

Charlotte, NC

Debt Book is the financial platform powering treasury and capital markets across the public sector. State and local governments, public universities, health systems, and the bankers and advisors who serve them run trillions of dollars in debt, cash, and investments on Debt Book.

We've built the most sophisticated treasury platform in public finance — sitting at the intersection of treasury management and a $4 trillion fixed income market that's been waiting for modern infrastructure.

We are 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 Our Customer Success Management team is responsible 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.

As a Senior Customer Success Manager, you will:

• Manage a book of business, primarily governmental treasury customers across the enterprise segment
• Maintain a strong understanding of customer organization, including key stakeholders, and individual value drivers to maintain account health and identify needs
• Understand and assess value drivers that empower customers to maximize their investment in Debt Book
• Proactively engage with customers (phone, email, online sessions) throughout the customer lifecycle and assess and validate account health
• Educate customers on the value of new functionality and foster feature adoption
• Optimize retention efforts by meeting with customers in advance of their renewal period to understand and address their needs, concerns, and goals
  
  Partner with the account management team to identify opportunities for expansion
• Act as the voice of the customer internally, sharing customer feedback with the product team
• Identify negative sentiment and risk factors for retention and drive strategies to mitigate risks

• 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
• Experience with Churn Zero or other CSM platforms, as well as strong analytical capabilities to understand context beyond KPIs and dashboards
• Strong communication skills to establish trust and credibility with members of the customer organization
• Self-motivated, with strong project management and organizational skills
• Strong desire to work with customers to demonstrate the value of the Debt Book application
• Willingness and ability to become a product expert on cash, investment, and debt 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

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…