Lead Customer Success Manager

July 13

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Unlocking Financial Flexibility.

Financial Services • Fintech • Payments • Payment Technology • Financial Technology

51 - 200

💰 Venture Round on 2023-04

Description

• Provide guidance, training, and ongoing support to 4-6 Customer Success Managers, fostering a culture of continuous improvement and excellence. • Lead weekly pipeline reviews with each Account Manager, analyzing performance metrics and developing actionable plans to accelerate account conversion. • Manage a portfolio of accounts, overseeing maintenance, growth strategies, increased profitability, strategic direction, and overall client satisfaction. • Collaborate cross-functionally to develop and implement strategies aimed at boosting product adoption, enhancing engagement, and driving scalable growth. • Work with the team to develop Standard Operating Procedures (SOPs) focused on streamlining processes and ensuring consistency in operations. • Utilize data analytics to analyze, track, and execute team performance metrics, ensuring continuous progress towards daily, weekly, and quarterly KPIs. • Manage client escalations through effective project management, collaborating with Sales and Partnerships to define action plans aimed at client retention and resolution of internal and external initiatives. • Leverage successful client relationships to identify additional case studies, referrals, and advocacy opportunities, thereby expanding the network of advocates and driving business growth.

Requirements

• 2+ years of experience mentoring or leading individual contributors • 4+ years of experience in an Account Management or Customer Success • Experience using CRM systems such as Salesforce.com and Data analytical tool. • Positive, can-do attitude; calm under pressure when working through time-sensitive customer issues • Analytical skills and the ability to interpret customer data, compile reports, and make insightful, data-driven decisions • Highly self-motivated and autonomous, demonstrating ownership over business results • Demonstrated aptitude to learn quickly, including an interest finance, and/or Financial Technology

Benefits

• Competitive Base + Bonus • Paid Time Off • Health Insurance • Dental Insurance • Vision Insurance • 401K Match