Customer Success Manager I

Summary

Join FinQuery as a Customer Success Manager I and be the face of the company for your assigned customers, building strong relationships through excellent service and consultative support. Drive customer growth by negotiating contract renewals and identifying opportunities for additional products. Promote product adoption and advocacy, enhancing FinQuery's brand. Collaborate cross-functionally to contribute to product development based on customer needs. You will need strong communication skills to lead meetings and webinars. The role is based in Atlanta, GA, but offers flexible work options.

Requirements

• 4-year degree or equivalent experience
• 1-2 years of customer success or account management experience in SaaS or software company
• 1-2 years owning renewals, upsell and expansion conversations and workflows
• Ability to collaborate and build strong relationships with customers, especially at the Executive level, and engage across corporate functions
• Effective organization and time management, with the ability to manage a diverse book of business
• Strong communication and interpersonal skills, proven ability to develop relationships internally and externally
• Ability to meet and exceed revenue targets
• Growing ability to ask probing questions on customer calls to learn more about customer book of business and potential expansion opportunities
• Working knowledge of G-Suite, Zendesk, Zoom Video, CRM tools (Salesforce, ChurnZero, etc), and data analytical platforms (FullStory, UserIQ, Ally, etc)
• Ability to handle negotiations during renewal discussions with the customer

Responsibilities

• As the customers’ primary Point of Contact, own the entire customer partnership, maximize customer satisfaction, apply problem-solving skills, advise on product capabilities, drive advocacy and perform a broad array of other consultative activities
• Ensure positive net revenue retention (NRR) for assigned customer segments through targeted activities around onboarding, growth, and retention
• Consistently replies to customer outreach within 24 hours, providing regular updates until resolved
• Own customer renewal cycles end to end, successfully meeting necessary renewal timelines (renewal play), and following strategic methods to promote customer engagement prior to the renewal close date
• Independently maintaining proactive relationships in a consultative manner with growth accounts while leveraging usage data and analytics to manage commercial customers
• Proven ability to manage and grow strategic customer relationships, ensuring retention and revenue expansion
• Expert in mapping customer KPIs to success strategies using Attentive’s product suite
• Build and maintain account plans, including organization mapping and opportunity whitespace
• Work with clients and in partnership with management to build Customer Success Plans, establish critical goals, desired business outcomes, or other key performance indicators, and aid the customer in achieving their goals
• Collaborate directly with the sales and implementation teams to ensure a smooth transition from the pre-sale stage to the post-sale customer success stage
• Monitor, analyze, and maintain customer health metrics, taking proactive steps in addressing opportunities and challenges that may arise. Maintain a cadence of communication with customers about their usage trends and company needs. Provide insights to customers to ensure that they get the most out of the platform
• Identify methods and opportunities within your book of business to expand customers’ use of the FinQuery platform and tools
• Represent the voice of the customer to inform product roadmaps. Specifically, consult with customers to identify perceived limitations of our current offerings and communicate this feedback to management and other teams, such as the product team or the implementation team, through established workflows
• Responsible for updating and utilizing the CRM (Customer Relationship Management) system with notes that are clear and highlight significant takeaways
• Work with the management team to raise critical client issues internally and mobilize resources to resolve issues
• Conduct all business in accordance with FinQuery policies and procedures
• All other duties as assigned

Benefits

• Flexible PTO (including 11 holidays and your birthday off)
• 401(k) plan with employer matching
• Great health benefits with multiple plan option
• Option to choose between in office, fully remote, or a hybrid work environment for all employees
• Sabbatical program (4 weeks after 5 years of service)
• Casual dress environment (when in office)
• Catered lunches every Thursday
• Signing stipend for a work-from-home setup
• Free gym membership at our office
• Annual employee development program stipend of $2,000 for each employee
• Parental Leave Benefits
• Fertility/Adoption Assistance
• Annual tutoring stipend for your children
• Mentorship program available immediately
• Regular team outings
• Advancement opportunities based on results, not politics
• Culture that emphasizes inclusiveness driven by our REDI Committee