Sr. Customer Success Manager
ABOUT THIS ROLE

We are looking for a candidate with treasury or governmental finance experience who can be a consultative partner to our enterprise level treasury customers as a Sr. Customer Success Manager. If this is you and you bring exceptional project management, communication and relationship building skills please apply to join our growing team! Our Customer Success Management team is responsible for managing implementation projects to set customers up for success and for maintaining those positive customer relationships that ultimately lead to contract renewal with DebtBook. You will be responsible for engaging DebtBook customers at all levels of their organization in an effort to promote adoption and full utilization of the DebtBook suite of products.
WHAT YOU'LL DO

As a Senior Customer Success Manager, you will:

• Manage a book of business, primarily governmental treasury customers across the enterprise segment
• Maintain a strong understanding of customer organization, including key stakeholders, and individual value drivers to maintain account health and identify needs
• Understand and assess value drivers that empower customers to maximize their investment in DebtBook
• Proactively engage with customers (phone, email, online sessions) throughout the customer lifecycle and assess and validate account health
• Educate customers on the value of new functionality and foster feature adoption
• Optimize retention efforts by meeting with customers in advance of their renewal period to understand and address their needs, concerns, and goals
• Partner with the account management team to identify opportunities for expansion
• Act as the voice of the customer internally, sharing customer feedback with the product team
• Identify negative sentiment and risk factors for retention and drive strategies to mitigate risks

WHAT YOU BRING

• 2+ years of experience in a public finance-related or treasury-related role
• 4+ years of relevant work experience in industry or fintech SaaS
• Accounting or finance background required
• Experience with ChurnZero or other CSM platforms, as well as strong analytical capabilities to understand context beyond KPIs and dashboards
• Strong communication skills to establish trust and credibility with members of the customer organization
• Self-motivated, with strong project management and organizational skills
• Strong desire to work with customers to demonstrate the value of the DebtBook application
• Willingness and ability to become a product expert on cash, investment, and debt areas of the application
• A passion for technology and how it can transform organizations
• Comfort in a fast moving startup environment with shifting business demands

OUR "GOAT" VALUES

GROW Continuously

• We believe in continuous improvement, never accepting the status quo as good enough, and iterating to move quickly without compromising on quality.
• We are energized by the fast-paced rate of change that growth demands and see new challenges as opportunities for resilience and personal development.
• We are driven by curiosity to think creatively, innovate, and experiment, and we humbly incorporate lessons learned from success and failure along the journey.

OWN Your Outcomes

• We hold ourselves accountable for exceptional effort, execution, reliability, professionalism, and results that add tremendous value for customers.
• We are all individual contributors, responsible for delivering value to our customers, team, and company with every action we take.
• As managers, we lead by example in both what we do and how we do it, and stay personally familiar with the work as we coach our teams.
• We follow through on our decisions and commitments with action.

ABOVE & Beyond

• We create moments of magic, surprising and delighting our customers at every touchpoint.
• We run towards problems and enthusiastically jump in to help colleagues however we can be valuable.
• We take pride in proactively doing the extra little things that set us apart, even when no one is watching.

TEAM Over Ego

• There is no task needed at DebtBook that is beneath any of us.
• We work hard to be the teammate others want on their team.
• We have the courage to have hard conversations and the grace to receive honest feedback in pursuit of excellence.

WHY DEBTBOOK

DebtBook is a fast-growing company where we dream big, move fast, make an impact, and bring joy to everything we do. Our core values drive our success as an organization, and we are looking for talented teammates who share our passion for challenging the status quo, innovating in all we do, and wanting to make a difference.

When it comes to benefits and perks, we are committed to supporting our employees' well-being to make their lives better, both in and out of the office. We offer:

• Competitive salaries plus equity (stock options) for all employees;
• Comprehensive health, dental, and vision insurance, 401(k) with 4% employer match;
• Flexible work schedules and generous leave policies (including unlimited PTO);
• Professional development opportunities and tuition reimbursement;
• Family and wellness perks;
• In-person social events;
• Top-of-the-line equipment, and a newly furnished office.