Customer Success Manager

Customer Success Manager

Our client in the payments industry is looking for a Customer Success Manager to join their team!

$70,000.00/yr - $80,000.00/yr

Here is what you will be doing:

• Build and maintain strong relationships with new and existing accounts to ensure high overall satisfaction.
• Facilitate and document regularly scheduled customer status meetings and executive-level account health reviews.
• Proactively monitor, track, and drive the timely delivery of all customer commitments and action items.
• Act as the "Voice of the Customer" by documenting and communicating customer needs, requests, and reported issues to internal teams (Product, Engineering, Support, etc.).
• Proactively identify and escape account risks to internal stakeholders.
• Manage customer contracts, including renewals, extensions, and upgrades, ensuring timely execution.
• Identify opportunities for new product and service upsells within existing accounts.
• Participate in new customer onboarding/Go-Live activities.
• Gather requirements and document scope for product enhancements outside of existing contracts.

Here is what our ideal candidate has:

• 3+ years of experience as a Customer Success Manager.
• Proven experience in a customer success role at a SaaS company or product.
• Experience in payments or fintech is ideal.
• Experience in government technologies or government clients is ideal.
• Proven success managing multiple customer accounts and fostering executive-level relationships.
• Experience with process improvement, moving from manual to scalable Customer Success operations.
• Strong organizational, planning, documentation, and communication skills.
• Encompasses a proactive, problem-solving mindset in a fast paced, fluid environment.

Not Applicable

Full-time

Information Technology and Customer Service