Customer Success Manager

This position can be based out of San Francisco, New York, or remote (we accept candidates from many states).

OVERVIEW

We're looking for a Customer Success Manager to join our team. You will be critical to our customers' success as they build, expand, and deepen their relationship with Modern Treasury. You will also help our Engineering, Product, and Design teams stay close to customer needs and market trends. We work with our customers daily, and it's important to us that we incorporate their feedback as we build.

We are looking for an individual with the winning mix of creative energy, experience driving results with external parties, a detail-oriented mindset, comfort managing multiple concurrent workstreams, demonstrated ability to communicate technical products; ability to flourish in a fast-paced startup environment, and wholehearted empathy for our customers and their users.

• You will quarterback all post-sale activities including partnering with your counterparts within Customer Success (Solution Architects, Bank Implementation Managers) to project manage our customers' onboarding journey, field technical questions, and consult on product strategies to help customers get maximum value from Modern Treasury.
• You will lead product training demos and host bi-weekly check-in calls as well as quarterly business reviews with your customers. Some travel is required.
• You will act as a trusted advisor and drive customer adoption and retention across your portfolio. You will monitor your customer's usage on a monthly cadence and partner with our Sales team on upsells, cross-sells, and renewals.
• Internally, you'll be the voice of the customer and should be constantly learning and teaching customers about our products. You'll develop a broad understanding of our customers' cross-product needs and use this unique perspective to provide feedback to inform roadmap planning for our Product and Engineering teams.
• You will be responsible for sharing monthly updates on each of your customers with the company and keeping customer information up to date in our CRM (Salesforce).
• You will work cross-functionally with teams like Bank Implementations, Solutions Architecture, Technical Support, Product, and Engineering.
• You will help monitor day-to-day support activity for your customer portfolio and help with escalations as needed.
• Share product and customer knowledge across your book of business and within the Customer Success organization.
• We strongly believe that investing in personal and professional growth puts us in a position to deliver long-term value to our customers. This role offers a unique opportunity for growth in a value-driven company, and it sits at the intersection of our customers, our people, and our products.

• Onboard with our team
• Develop an understanding of our customers and user types
• Read our favorite industry primers
• Build an understanding of our brand positioning, sales process, and customer stories

• Shadow a step-by-step customer onboarding
• Formally take over as point-of-contact in account relationships
• Develop a regular cadence of engaging with each account
• Partner with Sales and Support teams to ensure the success of customers

• Represent the voice of your customers in product asks
• Plan and execute your first quarterly account reviews
• Advise clients on how to implement Modern Treasury and payment operations best practices
• Engage in a high-volume of technical asks with many types of users (technical, finance personas, C-suite)
• Keep learning! Brainstorm and bring to life new experiments, concepts, and ideas.

• 5+ years of experience in a customer-facing role at B2B SaaS companies, preferably supporting a technical product
• BA or BS required
• Strong written and verbal communication skills, organization skills, driven, and process-oriented
• Ability to present in front of an audience and lead customer product trainings as well as host in-person business reviews as well as the ability to work cross-functionally, particularly with technical personas and sales
• Proven track record of managing multiple projects and workstreams and experience in process documentation, training, and change management
• Finance or accounting knowledge is a plus