Swooped · 15 hours ago

Customer Success Manager

United States

Full-time

Remote

Mid, Senior Level

$100K/yr - $125K/yr

5+ years exp

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Responsibilities

Lead all post-sale activities, collaborating with Customer Success counterparts (Solution Architects, Bank Implementation Managers) to oversee the onboarding journey for customers, address technical inquiries, and consult on product strategies to maximize customer value.

Conduct product training demonstrations and manage bi-weekly check-ins and quarterly business reviews with customers. Some travel may be necessary.

Serve as a trusted advisor, driving customer adoption and retention across the portfolio. Monitor customer usage monthly and work with the Sales team on upsells, cross-sells, and renewals.

Represent the voice of the customer internally, actively learning and educating customers about product offerings. Build a comprehensive understanding of cross-product customer needs to provide invaluable feedback for roadmap planning with Product and Engineering teams.

Share monthly updates on customer accounts with the organization and maintain up-to-date customer information in the CRM (Salesforce).

Collaborate cross-functionally with teams such as Bank Implementations, Solutions Architecture, Technical Support, Product, and Engineering.

Support the monitoring of daily support activities for the customer portfolio and assist with escalations as required.

Disseminate product and customer knowledge across the assigned business accounts and with the broader Customer Success organization.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

B2B SaaS experienceTechnical communicationProcess documentationCollaboration with sales teamsProject managementEmpathy for customersChange managementCRM proficiency

Required

5+ years of experience in a customer-facing role within B2B SaaS companies, preferably with a focus on technical products.

BA or BS degree is mandatory.

Excellent written and verbal communication skills, organizational skills, a proactive mindset, and a process-oriented approach are required.

Ability to present effectively in front of an audience, lead customer product training, and conduct in-person business reviews, as well as collaborate with technical and sales teams.

Proven experience managing multiple projects, developing process documentation, and facilitating training and change management.