Job Description

We are seeking a highly motivated and results-driven Customer Success Manager to join our team. The Customer Success Manager will be responsible for managing and nurturing relationships with our clients to ensure their success and satisfaction with our products and services.

Responsibilities of Customer Success Manager

• Establish clear retention goals and process milestones for the client and employees to work toward;
• Assist customers as needed with setting up and navigating programs or software associated with a product/service;
• Create training courses and educational materials for other members of the organization and clients;
• Deliver training sessions to partner developers and partner lenders;
• Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company;
• Maintain a detailed understanding of products and services, assist customers with questions, and suggest the best products for their needs; and
• Optimize existing processes within the company and actively enhance all Customer Success initiatives

Qualifications

• At least 5 years of experience in customer service or account management is strongly preferred
• Strong communication, interpersonal, and problem-solving skills
• Exceptional ability to communicate and foster positive business relationships
• Ability to think strategically and proactively identify opportunities for growth
• Proven track record of successfully managing and retaining customers
• Strong organizational and project management skills
• Experience in managing a diverse group and training each according to company standards
• Ability to establish milestones and keep all team members on task
• Experience analyzing and optimizing the existing processes in the Customer Success department
• Deep understanding of customers’ concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
• Experience with customer relationship management software is a plus