Senior Customer Success Manager

Summary

Join MeridianLink as a Senior Customer Success Manager and ensure customer success and satisfaction. You will leverage your deep understanding of MeridianLink products and the financial industry to manage and resolve customer issues. This role demands excellent communication, relationship-building, problem-solving, and organizational skills. Key responsibilities include helping customers adopt software, improving satisfaction, driving problem resolution, and assisting customers in achieving their business goals. You will build and maintain strong customer relationships, design and execute effective customer success plans, and resolve case escalations. Success will be measured by key performance metrics such as the number of business reviews, stakeholder meetings, success plans, and qualified leads generated.

Requirements

• Bachelor’s degree in Finance, Business Administration, Communications, or relevant field with 4-6 years of experience
• Gainsight and Salesforce experience
• Proven experience in a customer success or account management role
• Experience working in Banks, Credit Unions, or finance companies
• Experience working in SaaS companies in the finance, lending, or banking sector
• Solid knowledge of MeridianLink products
• Certification in customer success or related field
• Ability to travel when necessary
• Exceptional communication, both written and verbal, and interpersonal skills
• Demonstrated ability to analyze and solve complex problems
• Strong organizational and project management abilities with highest standards of accuracy and precision
• Proficient with Word, Excel, PowerPoint, Phone systems, Conferencing systems, and other software systems common to supporting and communicating with others virtually
• Ability to empathize with clients’ challenges
• Persuasive speaking skills
• Adaptability
• Business acumen to understand the customer’s business goals
• Capably engage with senior leadership in regular business discussions

Responsibilities

• Help customers adopt the software
• Improve customer satisfaction
• Drive customer problem resolution
• Help customers achieve their business goals
• Maintain an in-depth understanding of MeridianLink products and its features
• Stay informed about product updates, enhancements, and industry trends
• Provide customers with expert guidance on utilizing our products to its full potential
• Stay abreast of industry trends, best practices, relevant regulations, and emerging technologies
• Act as a Subject Matter Expert (SME), providing insights and recommendations based on industry knowledge
• Build and nurture strong, positive relationships with key customer stakeholders as well as with internal key stakeholders, especially with the sales function
• Conduct regular check-ins and executive business reviews with customers to understand their needs, challenges, and goals
• Collaborate cross-functionally to ensure a seamless customer experience
• Understand client’s business goals and needs from a strategic perspective
• Identify solutions that will help the customer accomplish their goals and meet their needs
• Define, drive, and monitor the steps needed to select the proper solution related to each goal through a Success Plan
• Effectively manage and prioritize multiple customer accounts simultaneously
• Maintain accurate and up-to-date customer records and communication history within the Gainsight Customer Success Platform
• Expertly build and maintain reports, presentations, and other communications to present the status of the CSM’s projects and assignments
• Manage and resolve customer escalations promptly and effectively, based on specific rules of engagement
• Work closely with technical support, product management, and development to address and solve complex issues acting as project manager to proactively facilitate resolution of the case when multiple internal stakeholders are involved
• Analyze escalation trends to identify root causes and work cross-functionally to implement proactive solutions

Benefits

• Potential For Equity-Based Awards
• Insurance coverage (medical, dental, vision, life, and disability)
• Robust paid time off
• Paid holidays
• 401(k) plan with company match
• Remote work