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Customer Success Manager – EWA

by | Oct 26, 2021

Title: Customer Success Manager – EWA 

Location: San Antonio or Austin, TX 

Overview:  

Our Client, a leader in earned wage access solutions, is searching for a Customer Success Manager to join their team. The Customer Success Manager will support the relationship with clients and partners to drive adoption and usage of the Company’s payment solutions. 

Responsibilities:

  • Ensure an exceptional experience for customers by understanding their business objectives and helping to drive adoption of core functionality. Be the ultimate customer advocacy.
  • Strong communicator that interfaces with multiple stakeholders in company client organizations – from C-level executives to technical subject matter experts. Maintain situational awareness and understand how to build and maintain relationships.
  • Work with project managers for onboarding new enterprise customers, where new platform functionality is required for a successful roll-out.
  • Drive revenue growth through implementing effective client portfolio optimization strategies and cultivating meaningful relationships.
  • Effective at collecting additional customer requirements as needed and manages customer expectations.
  • Accurately diagnose underlying customer pain points to assist Product Management in finding a holistic, customer agnostic solution.
  • Be data driven and manage customer success through a clear set of quantifiable metrics; treat client portfolio as your own “P&L”
  • Coordinate closely with Product Management, Implementations, Sales, Support, and Marketing to ensure that customer expectations are set correctly and that their needs are being met.
  • Build, implement, and manage internal processes that are scalable and repeatable for client and partner growth.

Requirements:

  • 3-5 years’ experience Customer Success or Account Management teams, supporting mid to enterprise level customers and channel partners
  • Industry experience in fintech, HCM, or enterprise SaaS
  • A task manager who thrives in environments that call for extensive multi-tasking, strong communication, high attention to detail
  • Ability to preemptively see customers’ needs as they move past implementation
  • Ability to take initiative and work independently in a startup environment
  • Ability to flourish in a fluid role where responsibilities may vary and force your work outside your comfort zone
  • Comfort managing multiple projects and deliverables simultaneously
  • Bachelor’s degree or equivalent experience