Job Description:
Company Overview
We are a dynamic SaaS startup that provides ground breaking software solutions to financial institutions, enabling them to proactively identify and mitigate risks related to adverse media, AML, and fraud. Our mission is to empower our clients with actionable insights, enhance compliance, and safeguard their reputation.
Role Overview
As a Senior Customer Success Manager, you will play a pivotal role in ensuring our clients’ success by building positive relationships, understanding their unique needs, and driving value from our software. You’ll collaborate closely with cross-functional teams, including sales, product, and support, to deliver outstanding customer experiences.
Responsibilities
- Client Relationship Management:
- Develop and maintain strong relationships with key partners within our client organizations.
- Understand clients’ business objectives, struggles, and success criteria.
- Act as a trusted advisor, providing strategic guidance and best practices.
- Product Adoption and Optimization:
- Ensure clients fully use our software to achieve their goals.
- Conduct regular check-ins to assess usage, identify opportunities, and address any challenges.
- Collaborate with clients to create success plans and drive adoption.
- Client Advocacy and Issue Resolution:
- Advocate for clients internally, ensuring their needs are met.
- Address client inquiries, concerns, and critical issues promptly.
- Collaborate with technical support teams to resolve issues effectively.
- Client Retention and Expansion:
- Monitor customer health metrics and proactively address any risks.
- Identify upsell and cross-sell opportunities based on client needs.
- Collaborate with sales to expand the client relationship.
- Client Training and Education:
- Conduct product training sessions for clients.
- Educate clients on standard methodologies and industry trends.
- Foster a culture of continuous learning.
Skills
- Excellent communication skills (both written and verbal).
- Strong customer service orientation.
- Proficiency in reading and writing technical documentation.
- Leadership abilities to drive client success.
- Comfort with data and analytics to track performance.
Preferred Experience
- Multiple years of experience in customer-facing customer success, account management, or strategic consulting roles.
- Exposure to B2B SaaS environments is a plus.
- Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
If you thrive in a fast-paced, collaborative environment and are passionate about helping financial institutions combat risks, we’d love to hear from you!