Customer Success Manager
New
T
Total ExpertFinancial services SaaS
Remote for qualifying candidates residing outside of the Dallas, TX or Minneapolis, MN areas.Full-TimeMiddle
SalaryThe anticipated base salary range for this role is $75,000 - $90,000 annually. The role is also eligible for variable compensation. The role is also eligible to participate in the Employee Stock Option Plan.
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Job Details
- Experience
- 3+ years of experience in Customer Success, Account Management, or Management Consulting (or a similar client-facing role); 2+ years of experience in a SaaS or technology organization
- Required Skills
- Microsoft ExcelCustomer SuccessSaaSPowerPointAccount Management
Requirements
- Have 3+ years of experience in Customer Success, Account Management, Management Consulting, or a similar client-facing role.
- Have 2+ years of experience in a SaaS or technology organization.
- Manage complex, multi-divisional, geographically diverse accounts.
- Analyze complex challenges, identify root causes, and develop strategic solutions.
- Collaborate effectively with Sales, Product, Professional Services, and Support teams.
- Communicate and build trust with stakeholders at all organizational levels, including C-suite executives.
- Demonstrate strong written, verbal, and presentation skills, including translating technical details into business value.
- Use MS Excel, PowerPoint, Word, Outlook, and process mapping tools proficiently.
- Manage multiple priorities and deadlines under pressure.
- Travel up to 25%.
- Mortgage industry experience is preferred.
- Experience with the Total Expert platform is a plus.
- Experience in financial services, marketing automation, or CRM platforms is a plus.
Responsibilities
- Promote Total Expert products and services to help customers achieve measurable results.
- Understand customer technology stacks, system integrations, and dependencies.
- Build customer relationships and recommend workflows, best practices, and strategic guidance.
- Lead contract renewals and identify upsell and cross-sell opportunities.
- Monitor customer sentiment and engagement to drive retention and reduce risk.
- Track and report progress against customer success measures and business value.
- Engage stakeholders, including executives, and lead strategic and operational business reviews.
- Drive platform adoption, deliver training, and promote new features.
- Represent customer needs internally and collaborate on product enhancements.
- Maintain customer interaction records, success plans, and engagement history in the customer success platform.
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