Customer Success Manager

Earnix - Boston, MA

Full-time - Mid Level

Boston, MA

Professional, Scientific, and Technical Services

About the position

The Customer Success Manager will serve as the primary advocate for customers within the organization, ensuring their needs are met and fostering strong relationships. This role involves managing customer accounts, addressing issues, and collaborating with sales to enhance customer engagement and drive growth through upselling opportunities.

Responsibilities

• Be the customer advocate within the organization, acting as the lead point of contact for customer matters specific to your accounts.
• Represent the company at customer accounts and voice customers' needs internally.
• Own shared responsibility for customer churn and review customer status to seek resolution for open issues.
• Manage invoice payments, renewals, and contractual changes.
• Collaborate with the sales team to achieve quotas while keeping clients highly engaged.
• Identify upsell opportunities and communicate them to the relevant business line owner.
• Facilitate and support upsell processes.
• Establish productive relationships with key stakeholders at customer accounts and hold regular meetings with customers.
• Communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.
• Maintain all information of customer activity within the CRM platform.

Requirements

• 4+ years of previous proven experience as a Customer Success Manager in a Global SaaS software organization.
• Experience with Enterprise customers.
• Ability to work in a multicultural environment.
• Knowledge and experience working in the financial services/Fintech industries is a must.
• Demonstrable ability to communicate, present, and influence key stakeholders at all levels of an organization, including executive and C-level.
• Strong interpersonal skills and a people-oriented approach.
• Proven ability to juggle multiple account management projects while maintaining attention to detail.
• Willingness to travel extensively.
• Motivation, flexibility, proactiveness, and ability to work independently and as part of a team.
• B.Sc. in Industrial Engineering or other relevant bachelor's or Master's degree.

Benefits

• Competitive benefits with an all-for-one mentality.
• Opportunities for autonomy and growth.
• Collaboration with creative and enthusiastic team members.