Customer Success Manager

Responsibilities

• Assist and support the implementation process for newly acquired clients, ensuring a smooth onboarding experience.
• Onboard new clients and provide hands-on training to ensure they can effectively leverage AI-driven solutions for underwriting, risk assessment, and financial decision-making.
• Build and nurture strong client relationships, serving as a trusted advisor with a solid understanding of financial services, underwriting processes, and regulatory considerations.
• Work closely with clients to build success and growth plans that ensure maximum utilization while laying the foundation for expansion efforts.
• Proactively engage with clients to assess satisfaction, identify challenges related to underwriting or financial workflows, and recommend solutions.
• Serve as front-line point-of-contact for clients, ensuring timely resolution of issues related to underwriting workflows, data integrations, or AI performance.
• Maintain up-to-date client demographic, portfolio, and underwriting-related data within CRM and internal systems.
• Work collaboratively with various internal teams to ensure seamless service delivery and problem resolution.
• Gather customer feedback post-implementation and relay it to the product development team for ongoing enhancements.
• Champion the voice of the customer internally, advocating for customer-centric improvements across FinTech and underwriting use cases.
• Monitor customer success metrics and develop strategies for improvement.
• Manage an assigned book of business overseeing all aspects of key accounts and client relationships.
• Manage and grow existing client accounts monthly by initiating contact with clients, identifying their needs and selling appropriate products to meet those needs.
• Maintain internal reporting, organization, and ticketing system.
• Partner with the Customer Success leaders to identify trends across the book of business, including underwriting performance, risk outcomes, and customer usage patterns.
• Identify and execute on process improvement opportunities.
• Lead weekly client syncs, steering committees, QBRs, and onsite sessions with stakeholders as needed.

Requirements

• 3+ years of experience in customer success, account management, or a related field.
• Excellent communication and relationship-building skills.
• Proven ability to manage multiple projects and clients effectively.
• Strong analytical and problem-solving skills.
• Experience in the software or technology industry is highly desirable.
• Ability to thrive in a fast-paced environment and adapt to changing priorities.
• Experience in FinTech, credit and risk industries.
• Working understanding of underwriting principles, credit risk, lending workflows, and financial data models.
• Strong knowledge of AI technologies and their applications in financial technology, underwriting, credit decisioning, and risk management.
• Proficiency with CRM platforms such as Monday and HubSpot, ticketing systems such as Linear, and customer success tools.
• Proven ability to independently own onboarding, escalations, and executive relationships without heavy ramp time.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• 401(k)
• Life Insurance
• Unlimited Paid Time Off
• 9 paid Holidays
• Work From Home
• Free Food & Snacks (for those in Orlando, FL)