Manager, CSM
Manages a team of CSMs focused on banking customers, driving adoption, satisfaction, and revenue growth. Owns client relationships, QBRs, onboarding support, and cross-functional collaboration.
About the job
Key Responsibilities
- Drive Cross-Team Efficiency and Process Improvement: Develop and implement strategies to enhance collaboration and streamline processes across departments, ensuring overall organizational success.
- Strategic Sales Partnership for Customer Success: Collaborate with the Sales and Account Management teams to create tailored customer success and expansion plans for each client, aligning efforts to achieve revenue growth goals.
- Team Leadership and Client Management: Coach and mentor Customer Success Consultants and Managers, focusing on building strong client relationships, establishing trust, and managing existing client accounts effectively.
- Customer Success KPI Management: Capture, track, manage, and report on the customer "Pass Rate", volume changes and new revenue opportunities as a key performance indicator for customer-facing success.
- Revenue Forecasting and Growth Optimization: Work with the Account Management team on customer revenue forecasting and reporting, identifying and capitalizing on opportunities to increase revenue through enhanced customer satisfaction.
- Achieve Revenue Targets Through Client Management: Meet revenue goals by effectively managing live client volume and assisting with securing client contract renewals.
- Conducting Quarterly Business Reviews: Attend and help coordinate regular business reviews, presenting the current status of the client relationship, active projects, and the value delivered.
- Understanding and Translating Client Needs: Identify client business requirements, define use cases, and understand data sources to align product capabilities with compelling customer pain points.
- Serve as Client Advocate: Act as the internal champion for clients within the organization.
- Onboarding Support: Provide support to the Implementation Manager during the customer onboarding process.
- Project Team Collaboration: Partner with internal project teams to define current and projected workflows, translating business requirements into detailed specifications.
Qualifications and Experience
- 8+ years in customer success or a customer facing organization
- Strong leadership skills, including the ability to articulate strategy and establish trust
- Understanding of the fraud and authentication space, specifically experience in fraud prevention, detection, and authentication techniques to real business use cases
- Disruptive thinker who can identify and execute on how best to modify processes to improve outcomes
- Business acumen with a problem-solving attitude, frequently on-the-fly situational adaptation
- Strong presentation skills with a proven track record of support a sales organization to help facilitate selling/consulting to a network of customers
- Facilitation skills, including ability to facilitate decision-making and broker agreements amongst diverse, differing, and/or conflicting perspectives/priorities
- Proven track record in scaling customer success organization
- Experience in cybersecurity, fintech, or fast-growing startup is required
Compensation & Benefits
- Anticipated salary pay range for Metro 2 areas: $165,000-$180,000 plus sales incentive plan
- Competitive salaries & Bonus Plan (for eligible roles) and Equity Plan
- Modern Health for financial, mental, and physical wellness
- 401(k) Retirement Plan & Match (US Offices)
- Unlimited Vacation and Flexible hours
- Comprehensive medical benefits for you and your family
- Emotional & Physical Wellness – Access to wellness services (EAP & Prove Well-Being Reimbursement)
- Daily GrubHub stipend for lunch if coming into the office (US Offices)
Skills
Customer Success, Team Leadership, Account Management, Revenue Forecasting, Kpi Management, Client Relationship Management, Quarterly Business Reviews, Fraud Prevention, Cybersecurity, Fintech
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