Senior Customer Success Manager

3 -5 years’ experience in system implementation or change management, supporting a range of customers from SMB to Enterprise customers Minimum 3 years working in a SaaS and Enterprise software company. Minimum of 5 years in a Customer Success Manager/Relationship Manager/Account Manager role. Experience working with clients in the AML/KYC domain is preferred. Excellent communications and interpersonal skills Excellent organisational, analytical and problem-solving skills Demonstrated client relationship, communication and presentation skills Ability to travel (travel between our office and client premises may be required.

Build and maintain strong relationships with customers, understanding their specific needs and goals. Guide new clients through the onboarding process and ensure they understand how to effectively use the Ripjar product. Identify and address potential issues before they escalate, providing solutions and support. Collaborate with other departments in the company to achieve customer satisfaction and resolve customer issues in a timely fashion. Help customers understand and realize the full value of the product and how it aligns with their goals. Track key performance indicators (KPI’s) and provide reports on customer health and satisfaction. Lead customer engagement initiatives such as executive business reviews and feature request meetings, etc. Collaborate closely with Product and Engineering to improve the product and user experience, based on feedback gathered from customers. Work with Sales to identify opportunities to up-sell and cross-sell additional product. Enhance customer training programs. Support the SVP, Head of Global Customer Success in the build out of the function.