Customer Success Manager

Key Responsibilities

• Own the relationship with assigned mid-market accounts post-sales (up to 250K ARR), serving as the primary point of contact for kickoff, out-of-the-box implementation, integration, training and optimization.
• Lead client onboarding, out-of-the-box implementation, configuration projects, collaborating with customers’ teams for go-live and ongoing support.
• Create and deliver training programs for customer teams.
• Be part of the pooled model to answer customer questions and first-level triage.
• Execute onboarding and implementation for 80-100 accounts.
• Run periodic business reviews with key stakeholders.
• Partner with Sales on renewals and upsell opportunities.
• Document customer feedback and feature requests.
• Monitor customer metrics and usage patterns to identify opportunities for expanded adoption.

Required Skills

• 3-5+ years of experience in customer success or similar customer-facing role within B2B SaaS, Mortgage, or Lending or fintech.
• Proven track record at early-stage startups (50-200 employees).
• Minimum 5 year tenure in previous positions, demonstrating stability and impact.
• Prior account management or customer management experience essential.
• Problem-solving capabilities.
• Outstanding communication skills with ability to explain product features, integrations and functionality to various audiences.
• Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience).

Success Metrics

• Customer retention and expansion rates.
• Time-to-value for new customers.
• Churn rate for your book of business.
• Product adoption metrics.
• Customer health scores.
• Revenue growth within accounts.

Benefits

• Base salary: $80-100K.
• Healthcare coverage.
• PTO and remote work flexibility.
• Professional development opportunities.