Senior Customer Success Manager

Summary

Join FinQuery as a Senior Customer Success Manager (CSM) and cultivate strong relationships with top-tier clients. You will be responsible for client onboarding, relationship management, proactive communication, and customer retention. Responsibilities also include revenue growth, identifying expansion opportunities, mentoring team members, and contract negotiations. You will leverage data analysis to inform decisions and advocate for customer needs. This role requires a 4-year degree or equivalent experience, 5+ years in customer success or account management in SaaS, and strong communication and organizational skills. FinQuery offers competitive benefits, including flexible PTO, 401k matching, excellent health benefits, and flexible work options.

Requirements

• 4-year degree or equivalent experience
• 5+ years of customer success or account management experience in SaaS or software company
• Experience in creating success plans and utilizing data to identify the health of a customer
• Strong written and verbal communication skills with a passion for delivering an excellent customer experience
• Strong organizational skills and excellent attention to detail
• Demonstrated ability to build and maintain relationships with customers
• Professional presence with the ability to listen to, understand, and present to customers
• Ability to understand customer’s business needs and how those connect back to product value
• Skilled in developing and implementing contract strategies to align with business objectives and owning negotiations during renewal discussions with the customer
• Ability to recognize upsell and expansion opportunities when speaking to customers
• Experience mentoring and training team members
• Advanced knowledge working in G-Suite, Salesforce, and/or Churnzero

Responsibilities

• Client Onboarding: Work with sales and implementation teams to ensure a smooth transition from the presale state to the post-sale customer success stage. Expectations include, but are not limited to, joining kick-off calls, keeping up to date with the progress of the implementation, and scheduling a graduation call
• Relationship Management: Develop and maintain customer relationships at multiple levels of the organization, building strong relationships with senior level executives throughout the customer lifecycle
• Proactive Communication and Documentation: Conduct regular proactive calls and account review meetings; utilizing CRM to maintain an accurate record of discussion and action items
• Customer Retention: Oversee health metrics such as NPS and churn scores, and take corrective action, when necessary, to mitigate churn risk as well as identifying and coaching team members on new methods of health monitoring and risk mitigation
• Revenue Growth: Assist management in developing and gaining adoption of revenue growth strategies, leading by example to ensure a positive net revenue retention across the team portfolio
• Expansion Opportunities: Identify methods and opportunities within your book of business to expand customer’s use of the FinQuery platform and tools
• Serve as a mentor within the team, sharing best practices in objection handling, negotiation, and revenue growth strategies
• Contract Negotiation and Renewals: Own customer renewal cycles end to end, taking a streamlined and systemic approach for annual contract renewals with the aim of increasing revenue retention and expansion and mitigating revenue contraction while adhering to contractual and department requirements for initiating renewal discussions and ensuring all departmental guidelines for providing pricing and any other requirements are followed
• Build and maintain account plans, including organization mapping and opportunity whitespace
• Customer Outcomes: Work with the customer to build individualized Success Plans, establishing critical goals, desired business outcomes, or other key performance indicators and aid the customer in achieving long and short-term goals
• De-escalation: Manage customer complaints, and utilize internal resources where appropriate, to resolve issues as well as act as an additional escalation resource for CS team members
• Customer Feedback: Represent the voice of the customer to inform product roadmaps by collecting, analyzing, and disseminating customer feedback and product requirements to system improvements
• Data Analysis: Utilize customer data and metrics to make informed decisions and provide valuable insights at an executive level to positively influence key decision-makers
• Advocate Identification: Identify opportunities for customers to become advocates, such as testimonials and case studies
• 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