Remote Lead Customer Success Manager

Summary

Join the expanding Customer Success team as a player/coach, serving as both a hands-on contributor and mentor to a team of 4-6 Customer Success Managers. The role involves ensuring clients receive a smooth experience from onboarding to post-launch support.

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

Responsibilities

• 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

Benefits

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