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FinQuery, Formerly LeaseQuery · 1 month ago

Customer Success Manager II

Atlanta, GA

Full-time

Hybrid

Mid Level

$70K/yr - $85K/yr

3+ years exp

FinQuery is a leader in accounting automation, specializing in contract-driven accounting. The Customer Success Manager II will ensure high levels of customer satisfaction, drive expansion through understanding customer needs, and contribute to the product roadmap by representing customer feedback.

AccountingFinancial ServicesFinTechLeasingSoftware

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, acting as the primary point of contact 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: Monitor health metrics such as NPS and churn scores, and take corrective action and loop in leadership, when necessary, to mitigate churn risk

Revenue Growth: Identify upsell and cross sell opportunities to increase customer usage and product adoption, ensuring positive net revenue retention (NRR)

Contract Negotiation and Renewals: Own customer renewal cycles end to end, working directly with internal stakeholders as needed, 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

Customer Outcomes: Work with the customer, in partnership 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

De-escalation: Manage customer complaints, and utilize internal resources where appropriate, to resolve issues with a sense of urgency and in a timely manner

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 actionable insights back to the customer

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

Qualification

Customer success managementData analysisContract negotiationSaaS experienceG-Suite proficiencySalesforce experienceUpsell recognitionCommunication skillsOrganizational skillsRelationship buildingGoal-oriented mindset

Required

3-4 years 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

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

Annual employee development program stipend of $2,000 for each employee

Mentorship program (available immediately)

Sabbatical program (4 weeks after 5 years of service)

Advancement opportunities based on results

401(k) plan with employer matching

Signing stipend for a work-from-home setup

Great health benefits with multiple plan option

Flexible PTO (including 11 holidays and your birthday off)

Free gym membership at our office (Atlanta HQ)

Casual dress environment (when in office)

Catered lunches every Tuesday & Thursday (when in office)

Parental Leave Benefits

Fertility/Adoption Assistance

Annual tutoring stipend for your children (pending eligibility)

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