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FinQuery, Formerly LeaseQuery · 4 months ago

Customer Success Manager I

Atlanta, GA

Full-time

Hybrid

Entry Level

$55K/yr - $65K/yr

1+ years exp

FinQuery is revolutionizing accounting automation and contract management. As a Customer Success Manager I, you will serve as the face of FinQuery for your assigned customers, maintaining long-term relationships through excellent customer service and consultative support while driving growth within the customer base.

AccountingFinancial ServicesFinTechLeasingSoftware

Responsibilities

Work with sales and implementation teams to ensure a smooth transition from the presale state to the post-sale customer success stage

Develop and maintain customer relationships, acting as the primary point of contact throughout the customer lifecycle

Conduct regular proactive calls and account review meetings; utilizing CRM to maintain an accurate record of discussion and action items

Monitor health metrics such as NPS and churn scores, and work with leadership to develop a customer improvement plan to mitigate churn risk

Utilize internal resources to help identify upsell and cross sell opportunities to increase customer usage and product adoption, ensuring positive net revenue retention (NRR)

Own customer renewal cycles end to end, working directly with internal stakeholders, to ensure customer satisfaction during the renewal process 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

Work with management to build Customer Success Plans, establishing critical goals, desired business outcomes, or other key performance indicators and aid the customer in achieving long and short-term goals

Work with management team to raise critical client issues internally and mobilize resources to resolve issues with a sense of urgency and in a timely manner

Represent the voice of the customer to inform product roadmaps by collecting, analyzing, and disseminating customer feedback and product requirements to system improvements

Utilize customer data and metrics to make informed decisions and provide actionable insights back to the customer

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

Qualification

Customer Success ManagementContract NegotiationData AnalysisSaaS ExperienceSalesforceRelationship ManagementAnalytical MindsetCommunication SkillsOrganizational Skills

Required

1-2 years customer success or account management experience in SaaS or software company

4-year degree or equivalent experience

Good communication skills, both written and verbal

Must have strong organizational skills and be detail oriented

Demonstrated ability to build and maintain relationships with customers

Strong analytical and goal oriented mindset

Emerging ability to recognize upsell and expansion opportunities when speaking to customers

Exposure to contract negotiations and renewal discussions with customers

Experience working in G-Suite, Salesforce, and/or Churnzero

Benefits

Flexible PTO (including 11 holidays and your birthday off)

401(k) plan with employer matching

Great health benefits with multiple plan option

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

Company

FinQuery, Formerly LeaseQuery

Glassdoor3.7

👋 Hey there, we're FinQuery! Need to simplify your lease accounting, automate those prepaid and accrual entries, or get a handle on all your contracts? We've got you covered! FinQuery is an AI-powered accounting automation and contract management platform built for accounting and finance teams – just like yours.

Founded in 2011

Atlanta, Georgia, USA

201-500 employees