Position Summary

As a Client Success Manager at Dash, you will own and nurture relationships with Dash's most valuable clients. Your primary goal will be to drive revenue through client satisfaction, retention, and growth by deeply intimately understanding their business needs, identifying and executing on opportunities for expansion, and delivering value at every stage of the client's journey. You'll manage a designated portfolio of high-value accounts, ensuring their success through strategic engagement, upselling, cross-selling, and renewal efforts. A successful Client Success Manager understands Dash's strategic direction, identifies and executes new opportunities within existing clients, and knows when and how to collaborate with Sales, Product, Finance, or other teams. You will demonstrate mastery of the Client Success skillset, leveragingbest practices to your clients and the team. You will consistently and successfully manage Dash's largest and most challenging clients with a high level of autonomy, with demonstrated outcomes including taking accounts from deep red to green and from below financial targets to exceeding. You will make an impact to the broader team by driving cross-functional initiatives and serving as a Client Success expert and mentor for junior resources.

Key Responsibilities:

Strategic Growth Planning

• Develop strong relationships and identify business growth and expansion opportunities through partnerships, cross-selling, and up-selling initiatives, thereby creating additional revenue opportunities within Dash's enterprise business portfolio.
• Ensure that the revenue goals for Dash's existing portfolio of clients are achieved
• Owns the plan for execution of the yearly target goal for established clients
• Owner of the monthly Budget vs Actual process which uncovers trends - ensures client is performing to plan and acts when underperformance is detected.
• Develop and execute strategic plans to ensure all clients meet maturity and then to grow client adoption and utilization of Dash products and services beyond original goals.
• Stay updated on industry trends, competitor offerings, and market conditions to provide relevant advice, strategic insights, and keep clients competitive.
• Forecast future client needs, business trends, and pay cycles to set growth-oriented targets.
• Support other Client Success Managers with idea generation and strategic planning for their client portfolios.

Client Engagement & Relationship Management

• Connect with clients regularly and conduct client-focused Business Reviews that not only showcase meaningful performance metrics, market insights, and actionable recommendations tailored to the client's goals, but also drive collaboration, obtain insights, and solidify loyalty.
• Become a trusted advisor and build strong relationships with clients by demonstrating a deep understanding of their business, ensuring they achieve maximum value from Dash's offerings.
• Demonstrate mastery in Client Success skillset to clients in an autonomous manner. This includes strong communication (including in sensitive situations), extensive knowledge of the payments industry, and the ability to align with clients' top company objectives.
• Become the trusted advocate for clients internally by independently leading efforts that enhance client experience and satisfaction while also increasing speed to revenue and protecting Dash's interests.

Driving Value & Retention

• Develop customized onboarding plans that cater to the unique needs of each client, ensuring a smooth transition and setup.
• Actively analyze client feedback, including Net Promoter Score (NPS) data, to identify areas for improvement and implement strategies to enhance satisfaction and retention.
• Proactively address account risks with high level of autonomy, creating mitigation plans to retain clients and reduce churn; this includes for Dash' most complex accounts
• Serve as the escalation point for client issues, coordinating internal efforts to resolve problems and prevent recurrence.
• Take initiative and passionately lead internal efforts and projects to fruition that mitigate risks to revenue and retention. Do so proactively whenever possible.

Data-Driven Performance Management

• Monitor client performance, program trends, and growth metrics. Measure and report outcomes monthly, ensuring alignment with growth objectives.
• Predict changes in trends and proactively mitigate impacts.
• Surface critical client insights to internal teams, consolidating feedback to influence product enhancements and operational improvements.

Collaboration & Leadership

• Partner with the Sales team to drive renewal and expansion opportunities, ensuring seamless transitions and clear communication.
• Lead internal teams in responding to client concerns, implementing creative solutions to protect revenue and sustain long-term relationships.
• Oversee the quality of the portfolio support, including services rendered by the Client Support Specialists and Coordinators for your portfolio, fostering a culture of excellence and continuous improvement.
• Lead by example by identifying, recommending and implementing critical operational efficiencies and process improvements across Client Support teams to meet and exceed business and talent development objectives.
• Lead high impact cross-functional initiatives that benefit the portfolio or Client Success department overall
• Serve as mentor to junior resources on the team, including CSM, CSS, CSC's

Client-Centric Advocacy

• Represent Dash consistently and professionally in all client interactions, ensuring the company delivers elevated and impactful engagements.
• Act with independence and autonomy but identify when executive sponsorship is needed for high-impact moments or sensitive issues.

Desired Skills & Experience:

• Bachelor's degree in Business, Project Management or similar fields required.
• Minimum of 7+ years in payments/financial services industry experience, and in building & managing client relationships.
• Passion for creating exceptional client experiences, with a polished and professional demeanor.
• Proven track record of growing client relationships and achieving and exceeding measurable business outcomes.
• Strong ability to influence both the client and internal team members to generate the most optimal outcome for immediate growth as well as long term sustainability.
• Ability to gain trust and credibility by utilizing strong knowledge of Dash Solutions products and offerings.
• Exceptional communication skills no matter if verbal, written, or presentational. Ability to convey the client's story, using facts and data trends. Ability to persuade and alter outcomes in support strategic plans.
• Ability to critically evaluate data and client stories to craft compelling narratives, support strategic plans, and identify growth opportunities.
• Ability to independently develop and manage a project, including project plans and artifacts, as well as motivate others to move against in a timely and accurate manner.
• Exceptional leadership, teamwork, and collaboration skills. Ability to work well in a team environment and adapt with people from different walks of life.
• Ability to independently deescalate tense situations despite personal preconceptions.
• Consistently demonstrating growth mindset, embracing new ideas and approaches, and constantly seeking opportunities for personal and professional development.
• Ability to work independently and with initiative. Ability to prioritize work, remain organized, and manage multiple deadlines.
• Strong proficiency in utilizing Word, PowerPoint, Excel, and other Microsoft Office products is required.
• Willingness to travel to the client's location if required.

Some Benefits to Working at Dash Solutions Include:

• Competitive salary and benefits package
• Flexible PTO policy
• Matching 401(k) plan
• Comprehensive medical, dental, vision, life, and disability coverage
• Transparent, supportive culture with a highly accessible executive team and regular company-wide updates
• Engaging corporate culture with events, perks, and team celebrations