Customer Success Manager
Skills
- 5+ years in customer success or account management at a SaaS company
- Proven ownership of renewals and driving product adoption
- Strong written and verbal communication, including executive-level engagement
- Ability to map product value to business outcomes and financial objectives
- Cross-functional collaboration with product and support teams
- Empathy, accountability, and composure under pressure
Responsibilities
- Own and manage customer relationships with high-growth startups and scaling companies, serving as the primary CSM contact.
- Drive product adoption and usage through consultative guidance and best-practice recommendations.
- Manage renewals, retention metrics, and risk mitigation to meet or exceed retention goals.
- Partner cross-functionally with Product, Support, and Implementation to improve the customer journey and resolve escalations.
- Collect and synthesize customer feedback to inform product roadmap and feature prioritization.
- Lead or contribute to CX initiatives and process improvements to scale success operations.
Education
- Bachelor’s degree or equivalent professional experience
- Comfort with finance-related concepts; background in finance, accounting, or FinTech is a plus
Benefits
- Competitive salary and meaningful equity
- Medical, dental, and vision insurance
- Unlimited PTO plus winter holiday break
- Generous stipends for WFH, learning, wellness, and AI tools
- Parental leave
- 401(k) match (US) / Pension match (Canada)
Average salary estimate
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