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About the Customer Success Manager: The Customer Success Manager is responsible for managing a portfolio of high-value Mid-Market customers, ensuring they achieve meaningful outcomes and realize long-term value through the client's payment solution, including payment processing, lending, and cash flow management tools. This role combines consultative engagement, structured success planning, and commercial awareness. You will act as a trusted advisor and product advocate, leading with curiosity, aligning to customer objectives, and guiding them toward sustained adoption and success while identifying opportunities to expand value. This role is focused on delivering strong outcomes and retention, owning renewal readiness, and expansion opportunities, while orchestrating buyer experiences that increase Lifetime Value for our clients.
Location: Salt Lake City, Utah - Hybrid
What Will You Do? - Manage customer relationships via a dedicated book of business, owning the overall success of your customers, and ensuring long-term satisfaction and affinity.
- Facilitate the smooth launch of new customer and partner solutions, ensuring proper setup, configuration, and activation of the product's solutions to their full potential.
- Coordinate with technical stakeholders for seamless integration and customization.
- Build and foster relationships with key decision-makers and stakeholders across multiple customer teams working to understand observed issues and offer solutions.
- Drive account-wide adoption of products and services through proactive engagements, training, and support, helping customers drive maximum value.
- Implement carefully timed, personalized playbooks triggered by customer and partner activities.
- Address low end-user adoption through targeted outreach and enablement, investigating and identifying potential reasons for low adoption and usage.
- Combat churn through carefully planned, positive experiences across the post-sales buyer journey.
- Monitor customer health and create risk mitigation plans where needed.
- Schedule business reviews to realign on goals, problems, and needs; define next steps to drive user adoption and resolve risk issues.
- Increase the likelihood of contract renewal by understanding and addressing potential blockers and driving product value month over month.
- Be a cross-functional partner, working closely with internal stakeholders within each account on renewal dates, potential churn risk, and more.
- Continuously analyze data and customer activity to identify opportunities for upsell, cross-sell, and account management.
- Provide timely, reactive support for questions and concerns, and deliver high-value information, product updates, and event invitations.
What Will You Need to Succeed? - Experience with payment processing, money movement, or other financial/payment products.
- Proven experience in a customer success or account management role, ideally within a SaaS, financial software, or subscription-based business model, including at least 2 years managing a dedicated book of business in the mid-market space.
- Strong understanding of the traditional sales funnel and post-sales customer journey.
- Ability to orchestrate complex buyer experiences and drive long-term value.
- Strong negotiation skills; comfortable navigating financial conversations and cancellations.
- Excellent communication, interpersonal, and presentation skills.
- A proactive and problem-solving mindset with a focus on customer outcomes.
- Ability to analyze data and identify trends to inform customer strategies.
- Experience with Salesforce, Gainsight, or other CRM and Customer Success platforms.
- Experience with onboarding and implementation processes for new solutions preferred.
- Familiarity with risk mitigation strategies to combat customer churn.
- Understanding of ROI realization in subscription models.
What We Offer: In our commitment to our "We Care" value, we believe in providing employees with valuable mental and physical well-being benefits including:
- Structured learning and career development programs
- Generous Paid Time Off policy
- Child/Dependent care reimbursement
- 401k match, hardship loan program, access to financial wellness advisor
- Comprehensive healthcare coverage including medical, dental, and vision
