Rewritten Job Title:
Enterprise Customer Success Manager - Drive Growth and Success with a Leading FinTech Platform
Rewritten Job Description:Join our vibrant remote team as an Enterprise Customer Success Manager! We're a leading FinTech platform empowering large enterprises to transform their financial oversight with cutting-edge solutions. Our platform, fueled by advanced AI, seamlessly integrates with financial systems to continuously monitor and analyze spend transactions, rooting out fraud, waste, and misuse.
As an Enterprise Customer Success Manager, you'll play a critical role in driving growth and success for our clients. You'll be responsible for managing and maintaining proactive relationships with clients, identifying and mitigating risk, and maximizing client ROI/value realization.
Why Join Us?
- Remote-first culture with unlimited PTO and mental health days
- Employee-voted top place to work
- Growth opportunities, including career advancement, work-life balance, and education reimbursement
- Work with global enterprise businesses and help shape the future of AI!
- 100% remote from your US-based home office*
- Strong preferences for EST or CST time zone*
Responsibilities:
- Manage and maintain proactive relationships with clients across your Book of Business
- Proactively identify and mitigate risk while maximizing client ROI/value realization
- Solidify ongoing success by shepherding through the client journey
- Capture client's strategic-level goals and provide necessary results required for value realization
- Identify and validate expansion opportunities to support organizational growth objectives
- Effectively build and maintain relationships within all levels of the client organization
- Proactively manage renewals, contracts, and follow-through on associated activities
- Articulate value-forward product solutions to achieve business objectives
- Lead client meetings, present data, and highlight value to facilitate progress, both virtually and in-person
- Maintain up-to-date knowledge of Product functionality, upcoming releases, and communicate client needs and product enhancement ideas to the Product Team
- Cross-reference usage reports, health metrics, and system data to identify risk and actionable next steps
- Successfully facilitate client through the Tier 1 Client Journey, inclusive of outlined milestones
- Own strategic alignment and create client-specific success plans
- Consult and advise on best practices to ensure value realization
Qualifications:
- 4+ years of experience in SaaS Client Success role, responsible for achieving net and gross retention goals
- Proven experience working with high-touch customers in a strategic role
- Experience executing strategic client engagement and driving successful outcomes
- Functional understanding of SLDC, systems management, and connectivity of multiple systems and data workflows
- Familiarity with Microsoft Office Suite
- Experience illustrating client ROI alongside progressive success journey
- History of managing multiple enterprise clients with minimal oversight, and prioritizing multiple workstreams
- Ability to travel up to 25% for client and company activities
- Eastern Time Zone preferred as this position will deal with customers in the EU
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