Customer Success Manager

This job is with Quadient, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Company Description  At  Quadient , we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes.
Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other.
It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels.

Job Description  We are looking for a Customer Success Manager to work with our loyal customers. One of the significant ways we differentiate ourselves from our competitors is by providing an amazing customer experience. You are the expert of the solutions Quadient Accounts Payable by Beanworks offers. Your primary mission is to drive customer value by ensuring successful adoption of our solutions, leading to high retention and expansion opportunities.

You will build strong relationships, proactively address customer needs, and identify upsell opportunities to maximize account growth. Your goal is to enhance customer satisfaction, drive product adoption, and secure long-term renewals.
Lead renewal discussions to secure long-term customer commitments.
Build and maintain value-rich relationships with customers
Ensure fast time-to-value for new customers and drive product adoption
Work cross-functionally with support and engineers to resolve customer issues
Manage expansion of products/services in customer base
Drive internal continuous improvement project
Identify upsell and expansion opportunities to drive account growth.
Monitor customer health and usage metrics to identify risks and opportunities.
Serve as a trusted advisor, providing strategic guidance to help customers achieve their goals.

Qualifications   Bachelor's degree ideally in technology, business administration or finance
1-2 years of customer success, account management and implementations experience
Experience working for a SaaS company or a start-up would be considered an asset
Basic knowledge of accounting
You have passion for working with customers
You have strong organizational and planning skills
You possess exceptional written and verbal communication skills and outstanding phone presence with the ability to remain calm under pressure.
You apply your strong interpersonal skills and ability to establish rapport to both customers and colleagues while maintaining integrity and honesty
Apply effective listening skills to understand needs beyond the question of the customer
Critical thinking and ability to resolve complex situations are key to the success in this role
You are not a developer but you are able to discuss and give your input on technical issues, the same way you are able to explain technical issues to non-technical people
Bonus Points If:
You have used an accounting software, such as Sage Intacct, Netsuite, Quickbooks, etc.
Knowledge of the software development cycle and basic computer troubleshooting

Experience with support software (Freshdesk) and CRM (Salesforce)
Have a CPA designation

Additional Information  This posting is for an existing vacancy. We use AI‑enabled tools to assist with screening and assessing applications. All hiring decisions are reviewed and made by humans.
Rewards & Benefits
Flexible Work:  Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.
Endless Learning:  Access global opportunities for growth through our 24/7 online learning platform.
Inclusive Community:  Join our Empowered Communities and engage in our Philanthropy program.
Comprehensive Rewards:  Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.
Caring for Wellbeing:  Access our complimentary employee assistance program for mental health…