Customer Success Manager - Mid Market
New
S
SmarshFinancial Technology
US - RemoteFull-TimeMiddle
Salary70,000 - 75,000 USD per year
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Job Details
- Experience
- 3+ years' experience with customer service, customer success or inside sales preferably for the financial industry or similar highly regulated industry -or- 1.5+years' experience in MM role or similar; BA/BS degree or 4+ years' experience in customer success in lieu of a degree
- Required Skills
- Data AnalysisSalesforceMicrosoft OfficeAccount ManagementRelationship managementCustomer Success
Requirements
- 3+ years of experience in customer service, customer success, or inside sales.
- Experience in the financial industry or a highly regulated industry preferred.
- Alternatively, 1.5+ years of experience in a Mid-Market role or similar.
- BA/BS degree or 4+ years of customer success experience in lieu of a degree.
- Completion of outside Customer Success learning.
- Proficiency in Salesforce.com.
- Proficiency in MS Office Suite, particularly PowerPoint.
- Effective oral and written communication skills.
- Strong organizational skills and detail-oriented.
- Ability to juggle multiple tasks and navigate ambiguity.
- Proven results in driving customer health, satisfaction, and loyalty.
- Ability to deliver presentations to senior leaders, accounting, and technical audiences.
Responsibilities
- Manage a territory of approximately 120 Mid-Market tier accounts with ARR between 40k and 100k.
- Deliver high levels of responsiveness and maintain regular meetings for assigned accounts.
- Drive client retention by preventing churn, managing renewal business, and identifying at-risk clients for remediation.
- Track activities and log outcomes of customer discussions in Salesforce.
- Prepare and host business reviews for top-tier accounts.
- Manage client contracts, invoices, billing, and SLA reporting.
- Create quotes, obtain purchase orders, and process contract changes.
- Identify add-on service opportunities and partner with sales teams to grow accounts.
- Resolve customer issues by collaborating with internal teams to meet client needs.
- Drive product adoption by leading training sessions and providing best practices.
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