Remote Customer Success Manager

Summary

The job description is for a Client Success Manager position at Wealth.com, an industry-leading estate planning platform. The role involves managing client relationships and driving revenue growth. The team focuses on building strong relationships with business members and achieving high adoption, engagement, expansion, and retention in a B2B2C customer model.

Requirements

• 3-5+ years of proven experience driving SaaS software adoption and expansion with enterprise level accounts
• Experience in managing relationships with financial institutions such as Wirehouses, RIAs, Investment Companies, Trust Companies, etc
• Entrepreneur at heart with a growth mindset who thrives in a fast-paced, flexible, startup environment; demonstrated ability to adapt and lead in a high growth environment
• Able to build customer rapport and maintain a friendly, thoughtful atmosphere with customers at all times. Willing and able to address escalated client issues with speed and urgency
• Strong understanding of value drivers in recurring revenue business models
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
• Demonstrated ability to map the customer/member journey–including the benefits and drawbacks customers face on each step of the journey
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Able to collaborate across the organization and with external stakeholders
• Able to learn new technologies and communicate those concepts to customers with varying degrees of technical expertise
• Ability to travel if needed
• Bachelor's Degree or equivalent years of experience

Responsibilities

• Maintain and grow relationships with key clients
• Manage and execute relevant activities across multiple accounts throughout their contract lifecycle resulting in achievement of renewal targets within assigned customers
• Assist in the development of Client Success Processes and Procedures while engaging across departments with (Marketing, Sales, and Product) to increase member advocacy
• Collaborate with client to execute on goals and KPIs
• Drive escalation of client issues, coordinate critical resources in the escalation process, and assist with partner issues through resolution
• Facilitate frequent touchpoint meetings and communications with clients
• Communicate effectively, adapt to working environments and team priorities. Collaborate with multiple divisions and functions to coordinate the timeline of events and activities. Utilize CRM (Salesforce and ChurnZero) to keep track of key account data, activities, opportunities, and relevant notes

Benefits

$85,000 - $110,000 a year Base+ Variable compensation