Customer Success Manager - Enterprise

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💎 Seniority level: Manager, 7+ years

📍 Location: United States

🔍 Industry: B2B SaaS

🏢 Company: Modern Treasury👥 101-250💰 $50,000,000 Series C almost 3 years agoBanking Payments Finance FinTech

🗣️ Languages: English

⏳ Experience: 7+ years

🪄 Skills: Project ManagementData AnalysisProduct ManagementSalesforceProduct OperationsCross-functional Team LeadershipProduct DevelopmentBusiness OperationsAPI testingCommunication SkillsCustomer serviceAgile methodologiesRESTful APIsAccountingPresentation skillsWritten communicationMS OfficeAccount ManagementNegotiation skillsReportingTrainingJSONClient relationship managementBudgetingData visualizationTechnical supportCRMFinancial analysisFinanceCustomer supportChange ManagementCustomer SuccessSaaS

Requirements:

7+ years of experience in a customer-facing role at B2B SaaS companies, preferably supporting a technical product
BA or BS required
Strong written and verbal communication skills, organization skills, driven, and process-oriented
Ability to present in front of an audience and lead customer product trainings as well as host in-person business reviews as well as the ability to work cross-functionally, particularly with technical personas and sales
Proven track record of managing multiple projects and workstreams and experience in process documentation, training, and change management
Finance or accounting knowledge is a plus

Responsibilities:

Partner with counterparts within Customer Success (Solution Architects, Bank Implementation Managers) to project manage our customers’ onboarding journey, field technical questions, and consult on product strategies to help customers get maximum value from Modern Treasury.
Lead product training demos and host bi-weekly check-in calls as well as quarterly business reviews with your customers.
Act as a trusted advisor and drive customer adoption and retention across your portfolio.
Monitor your customer’s usage on a monthly cadence and partner with our Sales team on upsells, cross-sells, and renewals.
Develop a broad understanding of our customers’ cross-product needs and use this unique perspective to provide feedback to inform roadmap planning for our Product and Engineering teams.
Share monthly updates on each of your customers with the company and keeping customer information up to date in our CRM (Salesforce).
Work cross-functionally with teams like Bank Implementations, Solutions Architecture, Technical Support, Product, and Engineering.
Help monitor day-to-day support activity for your customer portfolio and help with escalations as needed.
Share product and customer knowledge across your book of business and within the Customer Success organization.

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