Customer Success Manager
New
Based in United StatesFull-TimeMiddle
SalaryCompetitive salary and equity package
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Job Details
- Experience
- 3–5+ years
- Required Skills
- RESTful APIsAccount ManagementCustomer Success
Requirements
- 3–5+ years of experience in Customer Success, Account Management, or similar customer-facing roles within B2B SaaS, fintech, lending, or mortgage industries.
- Proven experience working in early-stage or high-growth startup environments.
- Strong track record of managing customer relationships and driving adoption, retention, and expansion outcomes.
- Experience in onboarding and implementation of technical or API-based products is highly desirable.
- Excellent communication skills with the ability to explain complex technical concepts to both technical and non-technical audiences.
- Strong problem-solving abilities with a proactive, customer-first mindset.
- Ability to manage a high-volume book of business while maintaining attention to detail and customer satisfaction.
- Bachelor’s degree in Computer Science, Engineering, Business, or related field, or equivalent practical experience.
Responsibilities
- Own and manage post-sales relationships for assigned mid-market and enterprise accounts, serving as the primary point of contact for onboarding, implementation, and ongoing success.
- Lead customer onboarding and integration processes, ensuring smooth configuration, go-live execution, and time-to-value acceleration.
- Design and deliver training programs to customer teams to drive product adoption and effective usage.
- Manage a high volume of accounts (80–100), ensuring consistent support, communication, and success tracking across the portfolio.
- Act as a first-line support and escalation point within a pooled customer success model, addressing customer inquiries and issues.
- Conduct regular business reviews with key stakeholders to assess performance, identify opportunities, and strengthen relationships.
- Partner with Sales teams on renewals, expansion opportunities, and upsell initiatives based on customer usage and needs.
- Gather and document customer feedback, product requests, and usage insights to inform product development.
- Monitor customer health metrics and engagement trends to proactively drive adoption and retention.
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