Manager, B2B Customer Success - Capital One Software - (Remote)

Recruiting: US Remote, United States of America

Manager, B2B Customer Success - Capital One Software - (Remote)

Team: Partner Success, Data Exchange Platforms

Job Description

At Capital One, we’re building a leading information-based technology company. We think big and do big things. We were the first company to develop and offer mass customization and personalization of credit card products, and we have been innovating relentlessly ever since. Today we are a high-tech company, a scientific laboratory, and a nationally recognized brand all in one. Our innovations impact tens of millions of consumers but we have the passion and heart of a small startup. We intend to disrupt the technology market with the software tools that we built to power our own successful digital transformation. 

We are seeking a customer-centric, energetic, and highly-motivated individual to join our Customer Success Team as a Customer Success Manager (CSM).  The Customer Success team will provide an effective model for onboarding, supporting and building valuable relationships with business customers as they adopt our technology products. You are entrepreneurial by nature, completely comfortable working with diverse cross-functional teams, and talented at helping customers align technical and business outcomes. We look for people who obsess over removing friction from the overall customer experience and thrive in an entrepreneurial environment driven by bold ideas, collaboration and creativity.

Key responsibilities include

• Cultivating trust and building relationships with business customers.  

• Helping customers identify, document, measure, and achieve their desired business outcomes.

• Creating Customer Success plans and conducting periodic business reviews and check-ins with customers to ensure business success and to align on ways to drive more value together

• Effectively advocating and representing the voice of business customers to influence organizational objectives, product roadmaps and the overall customer experience.

• Managing customer activity, identifying risk and growth opportunities, and partnering with internal teams to mitigate risks or close opportunities.

• Delivering regular business reports that provide qualitative and quantitative descriptions of business performance.

• Managing key processes including FAQ analysis, support case reviews, and customer feedback analysis.

• Developing and maintaining technical support procedures and policies.

• Serving as a knowledge resource and escalation point for coworkers and customers.

• Building credibility and trust within the team and with our business customers and stakeholders.

• Work together with a team of Customer Success Engineers and Customer Success Managers to achieve organizational objectives including the attainment of targets for customer satisfaction, service delivery, adoption, and renewal. 

Basic qualifications

• Bachelor's Degree or military experience

• At least 3 years experience in a customer-facing role in an organizational or entrepreneurial context

• At least 2 years experience working with cross-functional teams

Preferred qualifications

• Master’s degree in business, business management or other related field.

• 5+ years experience developing, marketing, selling, or supporting a client-facing technical product or service at scale.

• 2+ years experience working with senior and executive level customer contacts.

• Strong written and oral communication skills.

• Demonstrable analytical thinking & business insight.

• Demonstrated ability for relationship building and management.

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Remote (Regardless of Location): $138,500 - $158,000 for Manager, B2B Customer Success

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).