Remote Senior Client Success Manager

Summary

Join a talented Client Solutions team as a Senior Client Success Manager to ensure clients get the most out of their Posh partnership, deepen partnerships over time, and deploy high-quality conversational AI. You will serve as a trusted advisor, partner with clients to build customized products, share best practices, and optimize client value. Financially, you will qualify, scope, and close cross-sell and upsell opportunities, ensuring clients renew contracts.

Requirements

• 5+ years of Client Success Experience at a SaaS company, in Fintech, and/or in a financial institution
• Excellent communication and interpersonal skills
• Has proven strategies for managing difficult situations with clients
• Adept at communicating and partnering cross-functionally with Sales, Product & Engineering teams
• Previous success upselling and cross-selling
• Effectively able to straddle high-level strategic mandates with daily operational tasks
• Comfort using data to prove value and derive meaningful insights for clients
• Operations guru with experience creating frameworks and playbooks from scratch and creating order from chaos

Responsibilities

• Serve as a trusted strategic advisor to a portfolio of about 20 clients
• Develop and execute comprehensive account plans that align our solutions with clients' long-term business objectives
• Proactively identify potential challenges and opportunities within client accounts, crafting strategies to mitigate risks and capitalize on growth potential
• Oversee complex multi-phase product deployments, ensuring they're executed on time and exceed client expectations
• Collaborate cross-functionally with Content Designers, Product Implementation Managers, Product Managers and Engineering teams to orchestrate seamless go-live experiences
• Design materials and lead high-impact alignment / kick-off meetings, business reviews, & strategy sessions tailored to C-suite and senior stakeholders
• Serve as the product expert and lead training sessions to educate your day-to-day contacts
• Meet with clients on a regular basis post-deployment to ensure their continued engagement, retention, and growth
• Spearhead upselling and cross-selling initiatives, consistently achieving quarterly and annual revenue targets
• Collaborate with internal stakeholders on pricing strategies and contract structures that maximize value for both clients and our organization
• Serve as the voice of the client within our organization, advocating for their needs to Product & Engineering
• Play a key role in shaping our Product Roadmap by gathering client feedback, market trends, and competitive insights
• Partner with Product to design and conduct user research, translating findings into actionable product enhancements, and facilitate rollout of new features
• Assist in creating scalable frameworks, playbooks, and best practices that elevate the performance of the entire Customer Success organization

Benefits

• Competitive salary and benefits package
• Opportunities for professional growth and development
• A collaborative and innovative work environment
• The chance to make a significant impact in the AI and financial technology space