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Total Expert · 8 hours ago

Customer Success Manager

United States

Full-time

Hybrid

Mid Level

$75K/yr - $90K/yr

3+ years exp

Total Expert is a customer engagement platform trusted by over 200 financial enterprises. The Customer Success Manager will build strategic partnerships with mid-market customers, helping them maximize the value of the Total Expert platform and drive revenue growth.

Financial ServicesFinTechMarketing AutomationReal EstateSaaSSoftware

Responsibilities

Champion Customer Success: Promote and communicate the full value of Total Expert’s products and services to help customers achieve measurable results

Understand the Ecosystem: Gain deep knowledge of each customer’s tech stack, system integrations, and dependencies to optimize their use of Total Expert

Be a Trusted Advisor: Build and maintain long-term relationships by recommending workflows, best practices, and strategic guidance tailored to each customer’s goals

Drive Retention and Growth: Lead contract renewals and identify upsell or cross-sell opportunities within your portfolio of accounts

Ensure Customer Satisfaction: Monitor sentiment and engagement to proactively drive retention and reduce risk

Measure Success: Track and report progress toward the customer’s definition of success, demonstrating clear business value over time

Develop Executive Relationships: Engage with stakeholders across all levels—including executives—to understand key objectives, challenges, and performance indicators

Conduct Business Reviews: Lead regular strategic and operational reviews to assess outcomes, alignment, and next steps

Optimize Processes: Partner with customers to improve efficiencies, streamline workflows, and maximize platform productivity

Increase Adoption and Engagement: Drive active usage, deliver training, and promote adoption of new features and functionality

Advocate for the Customer: Serve as the customer’s voice within Total Expert, collaborating cross-functionally to address needs and influence product enhancements

Document and Report: Maintain accurate and up-to-date records of customer interactions, success plans, and engagement history within our customer success platform

Contribute to a Growth Culture: Continuously looking for ways to enhance customer experiences and internal processes

Qualification

Customer Success ManagementSaaS ExperienceStrategic Relationship BuildingFinancial Services ExperienceTechnical ProficiencyCommunicationProblem SolvingCross-Functional CollaborationOrganizational SkillsGrowth Mindset

Required

Self-Starter with Growth Mindset: Ability to work independently with a strong desire to learn, adapt, and grow

Thrives in Startup Culture: Resilient, resourceful, curious, and energized by a fast-paced, evolving environment

Tech-Savvy and Passionate: Enthusiasm for technology, innovation, and driving success in a growing SaaS company

Strategic Relationship Builder: Proven ability to manage complex, multi-divisional, and geographically diverse accounts

Customer-Centric Mindset: A genuine passion for delivering exceptional experiences and measurable outcomes for customers

Decisive Problem Solver: Skilled at analyzing complex challenges, identifying root causes, and developing strategic solutions that align with both customer and company goals

Cross-Functional Collaborator: Experience partnering effectively with Sales, Product, Professional Services, and Support teams to drive success

Executive Credibility: Ability to communicate and establish trust with stakeholders at all organizational levels, including C-suite executives

Strong Multitasker: Capable of managing multiple priorities and meeting deadlines under pressure

Positive and Energetic: High energy, flexibility, and a proactive “can-do” attitude in the face of challenges

Excellent Communicator: Outstanding written, verbal, and presentation skills; comfortable translating technical details into business value

Organized and Analytical: Exceptional time management, problem-solving, and analytical abilities

Proficient in Tools: Highly skilled in MS Excel, PowerPoint, Word, Outlook, and process mapping tools

3+ years of experience in Customer Success, Account Management, or Management Consulting (or a similar client-facing role)

2+ years of experience in a SaaS or technology organization

Up to 25% travel required