Overview /

The Customer Success Manager is an individual contributor role responsible for managing the customer relationship and overall experience while executing on the company’s strategies and initiatives. The Customer Success Manager will work with new and existing financial institutions to proactively manage their path to successfully digitize their business lending experience using the Numerated Growth Technologies platform. This role will support revenue retention and growth through developing and deepening key relationships, understanding and continually aligning to customer goals, and offering data-driven consultation and best practices to maximize the likelihood of hitting those goals. The Customer Success Manager is a proactive team player responsible for demonstrating value, driving product adoption, building advocacy, and discovering opportunities for business expansion. You understand the customer and their use cases and build rapport as a trusted partner, so clients stay and grow with Numerated.

This is a 100% remote work from home opportunity. Our great people are at the heart of our company and key to our success. Our culture is open and flexible; our benefits range from 401(k) to care packages arriving at your house; and while we’re making a serious impact on banks, we always have time for witty puns and good laughs.

Essential Responsibilities /

• Develop and demonstrate deep proficiency across Numerated products and acquire and maintain expert knowledge of your customers’ business, workflows, support needs, and desired outcomes.
• Partner with Account Management to achieve revenue and growth goals and attain/maintain high customer satisfaction and loyalty.
• Work closely with professional services to help set and align expectations and ensure a successful implementation.
• Analyze attrition metrics throughout the entire loan application process, from initial marketing campaigns through loan funding and repeat business, and develop and present strategies for optimizing performance.
• Develop success plans to ensure value realization with special emphasis on their business goals, platform adoption measures of success, training needs, and a deep understanding of the problems we are solving.
• Anticipate and prevent issues and, when necessary, facilitate rapid diagnosis and orchestration of resolution.
• Function as the voice of the customer and provide internal feedback on how Numerated can better serve our customers.
• Track accounts to identify account health, spot risk indicators, communicate the impact internally, and work proactively to minimize that risk.
• Engage with customers regularly on tactical items, strategic initiatives, and relevant features and functionality of the platform for their specific business needs.
• Conduct Quarterly Business Reviews to present program performance benchmarks & progress towards mutually agreed-upon goals.
• Create and recruit loyal customer advocates to be references for our products and services.
• Build relationships with customer contacts across varying technical, managerial, and influence levels (including C-level) and tailor relevant content and communication based on persona.
• Collaborate with Marketing to influence content and drive attendance to strategic customer programs such as webinars, newsletters, surveys, and campaigns.

Education Requirements /

• Bachelor’s degree in Business, Marketing, or a related field required

Work Experience Requirements /

• 3+ years experience in Client Services, Customer Success, or Account Management roles
• 1 to 3 years Software, Technology, SaaS, or Financial Services experience a plus
• Familiar with small business or commercial banking business
• Experience conducting business reviews, leading meetings, and facilitating workshops
• Self-motivated team player who has fresh ideas when it comes to user adoption and churn mitigation
• Willingness to take risk and engage in constructive conflict
• Best in class communication skills – written, verbal, non-verbal and presentation
• Proactive approach to managing your business – you are constantly pushing the envelope
• Skilled in navigating when to leverage the right internal resources for the benefit of the customer
• Experience in measuring progress of programs against established objectives such as revenue, utilization metrics, delivery quality, and client satisfaction
• Natural curiosity and motivation to learn rapidly changing technology; not afraid to be hands-on with the product
• Positive attitude and aptitude to work independently in a fast-paced environment
• Ownership of results. Accountability and “knowhow” for getting things done and resolving issues
• Strong work ethic and natural tendency to pitch in to help teammates and solve for identified gaps
• Experience working with Salesforce (or similar CRM), Jira, Confluence a plus