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DebtBook · 4 hours ago

Senior Customer Success Manager

United States

Full-time

Remote

Mid, Senior Level

$90K/yr - $110K/yr

4+ years exp

DebtBook is an industry-leading fintech software platform that revolutionizes the way local government, higher education, and healthcare finance teams work. The Senior Customer Success Manager will be responsible for managing implementation projects, maintaining positive customer relationships, and promoting adoption of DebtBook's products to ensure customer satisfaction and contract renewals.

Debt CollectionsFinancial ServicesFinTechGovTech

Hiring Manager

Hakim Myers

Responsibilities

Manage a book of business- primarily governmental customers across the enterprise segment

Ensure a seamless implementation experience by facilitating the transfer of customer data, provisioning accounts, and overseeing setup processes for new and existing customers

Reach out to customers by phone and email throughout the customer lifecycle and ensure appropriate engagement

Educate customers on the value of new functionality and foster feature adoption

Meet with customers before their renewal period to understand and address their needs, concerns, and goals

Partner with the account management team to optimize retention efforts and identify opportunities for expansion

Act as the voice of the customer internally, sharing customer feedback with the product team

Identify signs of potential churn or dissatisfaction and collaborate on strategies to mitigate risks

Ensure customer concerns are addressed promptly to maintain satisfaction

Assist in updating and managing resource guides to ensure user understanding and adoption

Take ownership over the implementation process, drive efficiencies, and continuously improve the overall customer onboarding experience

Qualification

Treasury experienceGovernmental accountingMicrosoft ExcelProject managementCustomer engagementCommunication skillsRelationship buildingSelf-motivatedOrganizational skills