Customer Success Manager

Summary

Join Modern Treasury as a Customer Success Manager, based in San Francisco, New York, or remotely. You will be crucial to customer success, managing post-sale activities, leading product training, and acting as a trusted advisor. Responsibilities include onboarding, technical support, and cross-functional collaboration. You will be the voice of the customer, providing feedback to product and engineering teams. This role requires 7+ years of B2B SaaS experience, a BA/BS degree, strong communication skills, and proven project management abilities. Finance or accounting knowledge is a plus. This position offers a unique opportunity for growth within a value-driven company.

Requirements

• 7+ years of experience in a customer-facing role at B2B SaaS companies, preferably supporting a technical product
• BA or BS required
• Strong written and verbal communication skills, organization skills, driven, and process-oriented
• Ability to present in front of an audience and lead customer product trainings as well as host in-person business reviews as well as the ability to work cross-functionally, particularly with technical personas and sales
• Proven track record of managing multiple projects and workstreams and experience in process documentation, training, and change management

Responsibilities

• Quarterback all post-sale activities including partnering with your counterparts within Customer Success (Solution Architects, Bank Implementation Managers) to project manage our customers’ onboarding journey, field technical questions, and consult on product strategies to help customers get maximum value from Modern Treasury
• Lead product training demos and host bi-weekly check-in calls as well as quarterly business reviews with your customers
• Act as a trusted advisor and drive customer adoption and retention across your portfolio
• Monitor your customer’s usage on a monthly cadence and partner with our Sales team on upsells, cross-sells, and renewals
• Be the voice of the customer and constantly learn and teach customers about our products
• Develop a broad understanding of our customers’ cross-product needs and use this unique perspective to provide feedback to inform roadmap planning for our Product and Engineering teams
• Share monthly updates on each of your customers with the company and keep customer information up to date in our CRM (Salesforce)
• Work cross-functionally with teams like Bank Implementations, Solutions Architecture, Technical Support, Product, and Engineering
• Help monitor day-to-day support activity for your customer portfolio and help with escalations as needed
• Share product and customer knowledge across your book of business and within the Customer Success organization

Preferred Qualifications

Finance or accounting knowledge is a plus