Senior Customer Success Manager

Overview

As a Customer Success Manager, you will nurture and expand relationships with Balance’s most valued and complex B2B customers, ensuring their satisfaction and driving revenue growth. You will lead collaborating with departments such as sales, solution engineering, product, and support to deliver exceptional customer experience as the voice of the customer.

Your role will involve guiding customers through onboarding, planning, and optimizing the Balance product within their infrastructure. You will identify opportunities to enhance customer success, implement strategies to minimize churn and foster long-term relationships that drive mutual growth.

• Join a mission-driven, value-driven company that puts culture and personal growth front and center.
• Hybrid work model, including 2 days per week of working from home.
• Stock Options to all full-time employees.
• Health, Dental, and Vision plan options.

OTE Range: 130,

• Guide customers through seamless onboarding and provide ongoing support and guidance.
• Collaborate across departments to deliver tailored solutions that meet customer needs.
• Establish and deliver clear client retention goals and milestones to ensure satisfaction and long-term engagement.
• Promote the value of Balance’s platform through exceptional customer experiences and product demonstrations.
• Analyze customer data to offer actionable insights, improve experiences, and identify opportunities for upselling.
• Assist customers in implementing and navigating the platform, ensuring ease of use and high adoption.
• Address customer concerns and complaints, incorporating feedback to enhance processes and satisfaction.
• Provide training, support, and educational materials to empower clients and ensure their success
• Foster strong relationships to drive mutual growth and minimize churn by proactively addressing challenges.

• 3-5 years of proven work experience in a customer success or a similar role
• Experience in working with enterprise clients
• Exceptional ability to communicate and foster positive business relationships,
• A proven record in growing accounts and initiating upsell and cross-selling opportunities
• Accountability and personal organization are essential // Strong project management skills // Detail-oriented mindset
• Excellent analytical skills
• Proficiency in providing technical support
• Background in banking, Fintech (Payments and Credit), or consulting is an advantage
• Background in early-stage companies (culture of flexibility and agility) is an advantage

• We are not able to provide relocation assistance or work visa sponsorship for this position.
• Candidates must be authorized to work in the United States at the time of application.
• This role requires the ability to work onsite in New York City at least 3 days a week.