Senior Customer Success Manager

Responsibilities

• Serve as a strategic advisor and primary point of contact for a portfolio of enterprise and key mid-market clients, ensuring they achieve their business outcomes using the Findigs platform.
• Develop and execute strategic account plans that drive platform adoption, retention, and expansion opportunities within your portfolio.
• Lead executive business reviews (EBRs) and quarterly business reviews (QBRs) with key client stakeholders to report on value, share insights, and align on future goals.
• Proactively monitor account health and product usage to identify and mitigate risks, while also uncovering opportunities for growth and expansion.
• Partner with Sales and Implementations to facilitate seamless handoffs from the sales cycle and collaborate on renewal and expansion strategies.
• Act as the voice of the customer, translating complex client feedback and requirements into actionable insights for our Product and Engineering teams.
• Contribute to scaling and refining our customer success practice by helping define playbooks, processes, and best practices for our enterprise segment.
• Navigate and resolve complex client escalations with a sense of urgency, collaborating with internal teams to ensure timely and effective resolution.
• Mentor and guide members of the Customer Success team, sharing your expertise in enterprise account management.

Requirements

• 7+ years of experience in a customer-facing role, with a strong focus on managing a portfolio of large, complex enterprise accounts in a B2B SaaS environment.
• Proven ability to build and maintain strategic relationships with senior executives and key stakeholders. A track record of driving product adoption, managing renewals, and identifying expansion opportunities within a client base.
• Exceptional presentation skills with the ability to communicate complex concepts clearly and concisely to diverse audiences.
• Deep understanding of customer success principles, methodologies, and best practices.
• Experience with CRM and customer success platforms (e.g., Salesforce, HubSpot, Gainsight).
• Strong analytical and problem-solving skills with the ability to navigate ambiguous, complex client situations.
• Willingness to embrace the unstructured, fast-paced environment of a high-growth startup.
• Strong communication skills including the ability to translate complex technical issues.

Nice-to-haves

• Prior startup experience.
• Experience in Proptech or Fintech.

Compensation & Benefits

• Competitive OTE + Pre-IPO equity.
• Flexible Paid Time Off (PTO) policy.
• Health benefits, 401(k) matching up to 4%, monthly gym stipend, and lunch provided every day.