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Customer Success Manager

The Customer Success Manager is a member of the revenue optimization team, reporting to the Chief Revenue Officer. In this highly strategic role, you will be responsible for engaging with and managing a portfolio of assigned top-tier customers. You will own and drive the success of your portfolio by being a trusted advisor with a relentless focus on revenue growth, customer retention, and product adoption. You will develop processes and execute strategies that ensure customer objectives are met, financial targets hit, and expectations exceeded.

 

Company Overview:

CSI is a global leader in FinTech (Financial Technology) providing innovative B2B payment solutions to the market. Our company has built an elite crew of AP-certified payment experts, software developers, relationship managers, and integration specialists to solve corporate spending challenges across the globe.

 

Responsibilities:

  • Develop and manage relationships with customers in assigned portfolio
  • Conduct monthly and quarterly business reviews
  • Collaborate with sales, operations, and other teams to develop success plans for customers
  • Own and manage contract renewal and renegotiation
  • Conduct customer training as it relates to product, process, and best practices
  • Manage all activities related to revenue growth, product adoption, customer satisfaction and overall success/satisfaction metrics
  • Optimize the customer journey by implementing process and structure in customer success operations
  • Implement customer retention and advocacy strategies
  • Identify opportunities to drive new business growth through greater advocacy and case study development
  • Identify and manage revenue drivers to ensure revenue goals are met
  • Prepare and present executive summaries on portfolio performance
  • Identify opportunities for continuous improvement
  • Stay on top of best practices in the B2B payments industry

 

Required Experience/Skills:

  • 5+ years in software or payments industries, preferably FinTech
  • Minimum 5 years in managing Fortune 1000 customers in fast-paced growth environments
  • Proven track record of successfully managing customer relationships
  • Proven experience engaging with customers’ top-level executives
  • Ideally, combined background of post-sale and sales experience
  • Proven track record of driving portfolio growth
  • Proven ability to manage influence through persuasion, negotiation, and consensus building
  • Strong empathy for customers AND passion for revenue and growth
  • Proven ability to align cross-functionally to achieve customer goals and objectives
  • Strong understanding of revenue drivers (preferably in a payments company)
  • Proven ability to effect revenue growth and hit financial targets
  • Analytical and process-oriented mindset
  • Excellent communication and presentation skills
  • Impeccable work ethic
  • Enthusiastic and creative leader with the ability to inspire others
  • Bachelor’s degree a must, Master’s preferred
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