Senior Customer Success Manager

September 19

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Stavvy

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💰 $15M Debt Financing on 2022-05

Description

• Facilitate Change Management & Drive Adoption. Manage a high touch onboarding & implementation process while maintaining a strategic consultative role for large enterprise clients within the mortgage servicing space • Identify Growth Opportunities & Risk Mitigation. Monitoring customer health to take proactive action based on the gathered information & data analytics • Account Plan Success Strategy. Ongoing collaboration with the Stavvy internal account team and external customer stakeholders in the creation and maintenance of an Account Plan detailing their immediate and future needs, desired business outcomes, & success metrics • Process Optimization and Mentoring. The opportunity to look at our process with a critical eye and identify areas of opportunity to improve while working closely with the more junior members of the team in a mentorship capacity • Maintaining accurate internal customer records. to support reporting back to the business • Plan & Host Executive Business Reviews. For enterprise customers bringing key stakeholders and contributors to the table to share wins, new industry best practices, and review areas of potential growth/additional value • Renewals. Managing the renewal records, communications & negotiations with both internal and external stakeholders • Product Knowledge. Pursuing product expertise, staying up to date on roadmap, product releases and managing customer feature requests/feedback in order to properly provide insight, consult and elevate the customer’s experience

Requirements

• 5+ consecutive years in a customer success role, with at least two of those years at the same company, managing an enterprise-level book of business • Background in Fintech or Mortgage Lending in Origination is required • Proven track record of driving adoption and customer retention • Experience with Hubspot, Confluence, and Smartsheets is preferred • Ability to use data to be able to tell a story about wins and areas of improvementA proactive, customer-centric individual who thrives in creatively solving complex challenges in a fast-paced environment • Relational and collaborative team player with the ability to plan and think both strategically and tactically • Active listener with effective verbal and written communication skills • Organized, detail-oriented, and process-driven to enhance cross-functional collaboration

Benefits

• Fully Covered Medical Insurance • Dental and Vision Insurance • Equity • Unlimited PTO • Paid Time Off (12 Holidays & 12 Recharge days) • 401K • Office centrally located in Boston’s financial district • Paid Parental, Medical & Military Leave • Competitive salary and generous stock options • Core values-based leadership • Endless opportunities to learn and take on new responsibilities in a fast-paced, growth-mode startup