# Customer Success Manager II

**Company:** [FinQuery](https://hotfix.jobs/companies/finquery)
**Location:** Atlanta, GA
**Role:** Customer Success
**Salary:** $70k – $85k/yr
**Experience:** 3+ years
**Skills:** Customer Success, Account Management, SaaS, Salesforce, Churnzero, G Suite, CRM, Upselling, Renewals, Data Analysis
**Posted:** 2026-06-23

> Serve as primary point of contact for assigned SaaS customers, driving retention, expansion, and renewals while building success plans and gathering product feedback.

## Job Description

## How You Will Make an Impact

**Client Onboarding**
- Work with sales and implementation teams to ensure a smooth transition from the presale state to the post-sale customer success stage
- Join kick-off calls, keep up to date with the progress of the implementation, and schedule a graduation call

**Relationship Management**
- Develop and maintain customer relationships, acting as the primary point of contact throughout the customer lifecycle

**Proactive Communication and Documentation**
- Conduct regular proactive calls and account review meetings
- Utilize CRM to maintain an accurate record of discussion and action items

**Customer Retention**
- Monitor health metrics such as NPS and churn scores
- Take corrective action and loop in leadership when necessary to mitigate churn risk

**Revenue Growth**
- Identify upsell and cross sell opportunities to increase customer usage and product adoption
- Ensure positive net revenue retention (NRR)

**Contract Negotiation and Renewals**
- Own customer renewal cycles end to end
- Work directly with internal stakeholders as needed to ensure customer satisfaction during the renewal process
- Adhere to contractual and department requirements for initiating renewal discussions

**Customer Outcomes**
- Work with the customer, in partnership with management, to build Customer Success Plans
- Establish critical goals, desired business outcomes, or other key performance indicators
- Aid the customer in achieving long and short-term goals

**De-escalation**
- Manage customer complaints and utilize internal resources where appropriate
- Resolve issues with a sense of urgency and in a timely manner

**Customer Feedback**
- Represent the voice of the customer to inform product roadmaps
- Collect, analyze, and disseminate customer feedback and product requirements to system improvements

**Data Analysis**
- Utilize customer data and metrics to make informed decisions and provide actionable insights back to the customer

**Advocate Identification**
- Identify opportunities for customers to become advocates, such as testimonials and case studies

## The Expertise You'll Bring

- 3-4 years customer success or account management experience in SaaS or software company
- Experience in creating success plans and utilizing data to identify the health of a customer
- 4-year degree or equivalent experience
- Good communication skills, both written and verbal
- Strong organizational skills and detail oriented
- Demonstrated ability to build and maintain relationships with customers
- Strong analytical and goal oriented mindset
- Emerging ability to recognize upsell and expansion opportunities when speaking to customers
- Exposure to contract negotiations and renewal discussions with customers
- Experience working in G-Suite, Salesforce, and/or Churnzero

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