Type: Direct-hire, Full-time
Work Location: Remote. But this person must be in the Eastern or Central time zones
Must-haves
- 5+ years as a Senior Client Success Manager (not as an Account Manager).
- Experience leading & executing Strategic-level client engagement and effectively driving successful outcomes
- Experience working at SaaS companies.
- Experience working at small to medium sized companies.
- Live in either the Eastern or Central time zones
Job Overview
We are looking for a seasoned, Senior Client Success Manager for our Atlanta-based Fintech SaaS client. This is a fully remote full-time, permanent position. Even though it is remote, the person must live in the Eastern or Central time zones.
This is a strategic role responsible for client success for assigned book of business, account & relationship management, and client engagement & advocacy. The Sr. CSM owns client relationships and is responsible for retention (gross & net), adoption, client loyalty, achieving client goals, and optimization of overall client processes. He/she will ensure that customers have a positive experience with the company and achieve their desired outcomes while using the company's product(s). The Sr. CSM also serves as the Voice of the Clients within the company, liaising with various departments such as Implementation, Delivery, Product, Finance, Support, etc.
Essential Job Responsibilities
Client Success Strategy:
- Manage and maintain proactive relationships with clients across your Book of Business.
- Appropriately prioritize required activities & recalibrate as needed.
- Achieve gross & net retention goals.
- Serve as liaison between client and relevant stakeholders: Internal, external & partner.
Strategic Account & Relationship Management:
- Proactively identify & mitigate risk while maximizing client ROI/value realization
- Solidify ongoing success by shepherding through the Client Journey
- Capture client’s strategic-level goals and provide necessary results required for value realization
- Appropriately communicate and maintain accurate records & understanding of account status, client data and overall health
- Identify and validate expansion opportunities to support organizational growth objectives
- Uncover, establish, and maintain relationship with true Decision Maker & Program Owner
- Effectively build and maintain relationships within all levels of the client organization
- Proactively manage renewals, contracts, and follow-through on associated activities.
Client Engagement and Advocacy:
- Effectively articulate value-forward product solutions to achieve business objectives.
- Effectively lead client meetings, present data & highlight value to facilitate progress, both virtually & in-person.
- Serve as client advocate & trusted advisor, providing guidance, best practice coaching and creative thought leadership.
- Provide training & relevant resources by leading webinars, Client Success Office Hours, and shared ownership of Success Inbox.
- Create improvement initiatives, including client-facing deliverables & work products, training materials, value-reporting, and other necessary documentation.
- Uphold standard business practices, including effective written and verbal communication, as well as professional meeting etiquette (ex/ pre-meeting preparation, agenda, follow up communication, etc.).
Company Product Knowledge:
- Expert application of Product knowledge & ability to articulate of the company's Product, modules & feature-functionality.
- Maintain up to date knowledge of Product functionality & upcoming releases to increase Product adoption.
- Convey client needs and product enhancement ideas to Product Team.
Data Analysis and Reporting:
- Cross-reference usage reports, heath metrics, and system data to proactively discern risk and actionable next steps.
- Leverage comparative analysis to identify gaps, focus areas or opportunities.
Risk and Escalation Resolution:
- Effectively assess individual or collective risk factors and enact necessary escalation protocol.
- Actively communicate with immediate leadership & carryout recommended next steps.
- Proactively strategize & develop creative, adaptive solutions to overcome obstacles & mitigate churn risk.
- Swiftly take action to reach a comprehensive resolution.
Department Navigation & Collaboration:
- Collaborate and maintain a positive relationship with all Departments.
- Effectively communicate to achieve progress with Sales, Client Services, Product
- Management, Technical Development/Engineering, Marketing, Finance, and ELT teams to ensure a unified and positive client experience.
- Represent the voice of the client and advocate for their needs within the organization.
- Independently adhere to departmental protocol & processes.
- Assist with mentoring & training team members.
Role-specific Expectations
Successfully facilitate client through the Tier 1 Client Journey, inclusive of outlined milestones.
- Ownership of Strategic alignment, creation of client-specific Success plan.
- Ownership of executive sponsorship program, internal & external engagement.
- Identify & deliver quick value amidst implementation phase.
- Revisit and realign with client leadership regularly.
Adoption:
- Consult & advise on Best Practice guidance to ensure value realization.
- Year 1: Biweekly meetings, Mid-year health check/reporting, Own & Lead 2+ dedicated Configuration Refinement sessions per year, Business Review & subsequent alignment, and Launch Executive Sponsorship Program
- Year 2: Monthly meetings, Mid-year health check/reporting, Own & Lead 1+ dedicated Configuration Refinement sessions per year, Business Review & subsequent alignment, and quarterly Executive Sponsorship
Engagement:
- Shared participation of scaled Success operations
- Participation in shared ownership of success inbox during time designated
- Ownership of assigned sessions of Success Office Hours as associated activities
- Lead assigned Success, Release/Roadmap Webinars, Client Events & related activities
Required Skills & Experience
- 5+ years of experience in Senior level SaaS Client Success role (exclusive of Account Management experience) at a , responsible for achieving net & gross retention goals
- Experience leading & executing Strategic-level client engagement and effectively driving successful outcomes
- Intermediate functional understanding of SLDC and systems management; conceptual understanding of connectivity of multiple systems and data workflows.
- Familiarity with Microsoft Suite (Excel, Word, PowerPoint, Outlook) experience
- Experience illustrating Clients’ ROI alongside progressive success journey
- Proven ability to manage multiple enterprise clients with minimal oversight; effectively prioritize multiple, sometimes competing, workstreams with little to no guidance
- Excel in application of previous learnings and feedback to emerging challenges
- Eager to apply structure and bring complex scenarios to resolution
- Excellent communication skills, written & verbal
- Willingness to ‘roll up the sleeves’ to review, analyze and assess data
- Approach with client empathy & execute with professional responsiveness
- Executive presence & presentation capabilities with ability to adapt to audience in real time.
- Available and willing to travel up to 25% for client and company activities; track billable and non-billable time and expenses
- Candidate must be fully committed to conducting business with the utmost integrity and in full compliance with policies, procedures and legal requirements
- Personal accountability & organization
Pay
The Comp consists of a Base Salary ranging from $100,000 to $110,000 per year, plus a Bonus ($15k) and Commission. OTE: $130k. The disclosed pay range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. The compensation decisions are dependent on the facts and circumstances of each case, such as skills and experience levels.
