Customer Success Manager - US
Prodigal United States
Date Posted: 01 Dec, 2022
Work Location: Mountain View, United States
Job Type: Full Time
Experience Required: No experience required
Vacancies: 1 available
About Prodigal
We are a fast-growing Bay Area-based startup backed by leading investors like Menlo Ventures, Accel, and Y-Combinator. In the past year, we grew revenue nearly 10x and continue to build rapidly.
Our core product offering helps automate lending operations for financial services firms across the lending value chain. The Prodigal team has deep technical talent today, and we believe there is an opportunity to build an iconic vertical software business that will fundamentally impact how the multi-trillion-dollar debt industry is managed. Our mission is to humanize the debt repayment process through automation and data.
What will you be doing?
Own the customer journey
- Manage the entire customer journey - from onboarding to ongoing usage and relationship management
- Understand the customer's motivations, business drivers, current processes, and core business outcomes
- Discover and solve for the customer stakeholders' stated and unstated business problems
- Design and adapt the customer's current processes to Prodigal, to drive business value and adoption
- Drive product adoption and ensure an exceptional user experience
- Own all matters related to customer accounts, including retention, cross-sell, and up-sell opportunities
Bring the voice of the customer to Product
- Understand the needs of the customer and identify business problems and opportunities that can be solved through Prodigal's product offerings
- Act as the voice of the customer for other Prodigal teams, including Product, Sales, and Growth
- Understand Prodigal's product, value offering and future roadmap, and articulate and adapt these to our customers
- Educate customers on Prodigal usage, best practices, and new releases
- Monitor and analyze customers' engagement and adoption metrics
Streamline and scale for success
- Work with Sales, Growth, and Product to establish and follow processes for pilots, onboarding, trainings, customer requests, ongoing success, and future growth
- Work with cross-functional and cross-geographic teams to ensure customers realize their ROI, improve operations, scope new business opportunities, and identify areas for strategic growth
- Manage customer expectations in terms of what the product can and cannot achieve
What are we looking for in you?
- Passionate about Prodigal and the problem we are solving
- 2+ years experience in customer-facing customer success, B2B SaaS experience preferred
- Self-motivated and proactive with innovative ideas to inspire customer loyalty and adoption
- Proven track record of highly-professional customer service in a fast-paced, dynamic environment
- Strong interpersonal skills and experience building strong relationships
- Highly analytical and data-driven
- Thoughtful, curious, and a problem-solver
- Comfort with Spanish is a bonus
From day 1, Prodigal has been defined by talented, humble, and hungry leaders, and we want this mindset and culture to continue to blossom from top to bottom in the company. If you have an entrepreneurial spirit and want to work in a fast-paced, intellectually-stimulating environment where you will be pushed to grow, then please reach out because we are looking to build a transformational company that reinvents one of the biggest industries in the US.
#J-18808-Ljbffr