Customer Success Manager (CSM)

Equifax - Saint Louis, MO

Full-time - Mid Level

Saint Louis, MO

Credit Intermediation and Related Activities

About the position

The Customer Success Manager (CSM) at Equifax will act as a subject matter expert and trusted advisor, focusing on customer retention and revenue growth within the Consumer Finance/Card/Auto sectors. The CSM will engage with customers to optimize their use of Equifax solutions, provide training, and identify opportunities for growth while addressing any technical issues that arise. This role requires collaboration with Account Executives to enhance customer relationships and ensure satisfaction with the services provided.

Responsibilities

• Support the initial implementation and rollout of Equifax solutions for assigned accounts.
• Serve as a subject matter expert for Equifax products and collaborate with the EWS special ops team for solution rollout.
• Provide customers with knowledge to optimize their use of Equifax solutions, including usage trends and billing methods.
• Engage with Account Executives to identify customer business needs and growth opportunities.
• Identify areas of risk for account cancellation and work with Account Executives to mitigate these risks.
• Assist in troubleshooting technical/system-related issues and collaborate with operations and product development teams.
• Support Account Executives with invoicing, internal reporting, and general account planning activities.
• Develop and deliver performance reports summarizing the implemented solution's effectiveness, including transactions and trends.
• Ensure proper setup for contracted products and accurate billing reconciliation.

Requirements

• Bachelor's Degree required.
• 3-5 years of relevant B2B professional experience in customer support, customer success, or account management.
• 1-3 years of experience supporting financial services customers preferred.
• 1+ years of experience acting as a liaison between customers, sales, and customer support.
• Experience in keeping clients engaged and increasing product usage.
• Ability to advocate for customers and foster a customer-centric team environment.
• 1 year of experience managing multiple projects and priorities simultaneously.
• Willingness to travel 25%.

Nice-to-haves

• Experience in preparing and conducting Quarterly Business Review (QBR) meetings with customers.
• Exceptional communication skills and ability to foster positive business relationships.
• Strong project management skills and ability to establish milestones.

Benefits

• Health insurance
• 401k
• Paid holidays
• Professional development opportunities