- Company Name
- Baselayer
- Job Title
- Customer Success Manager
- Job Description
-
**Job title:** Customer Success Manager
**Role Summary:** Own end-to‑to‑end customer experience, driving onboarding, implementation, ongoing adoption, and value realization. Act as first line of defense for issues, advocate for product improvements, and maintain strong cross‑functional relationships.
**Expectations:**
- 2‑5 years SaaS/fintech customer success or technical delivery experience.
- Proficient with API integration support and technical troubleshooting.
- High organizational discipline managing multiple accounts and timelines.
- Strong written and verbal communication with all stakeholder levels.
- Ownership mindset, proactive problem‑solving, and rapid response.
- Comfortable in fast‑paced, high‑stakes environments.
**Key Responsibilities:**
- Triaging, responding to, resolving, and following up on customer issues with urgency and clarity.
- Conducting structured onboarding and implementation sessions, ensuring customers are set for success.
- Providing API‑related guidance, implementation assistance, and light troubleshooting.
- Managing implementation timelines, identifying risks early, coordinating across internal and customer teams.
- Developing deep understanding of customer workflows, goals, and success metrics to guide adoption.
- Escalating product bugs or gaps to Product/Engineering, closing the loop with customers.
- Tracking recurring pain points, advocating for product fixes, and prioritizing enhancements.
- Creating and maintaining scalable customer‑facing documentation, support content, and internal playbooks.
- Partnering with Sales and Solutions for seamless handoffs, clear ownership, and strong post‑sale execution.
- Maintaining up‑to‑date tracking in HubSpot of customer status, issues, timelines, contacts, and next steps.
- Continuously improving support processes, raising responsiveness standards.
**Required Skills:**
- Customer success or technical delivery in SaaS/fintech.
- API knowledge and ability to support implementation and troubleshooting.
- Strong organizational skills; manage multiple accounts, timelines, workstreams.
- Excellent communication, responsiveness, and clarity.
- Ability to build trust quickly across customer organization levels.
- High ownership, attention to detail, and consistent follow‑through.
- Comfort partnering with Product and Engineering to resolve issues and improve product.
- Proactive identification of friction, continuous improvement focus.
**Required Education & Certifications:**
- Bachelor’s degree in Business, Computer Science, Information Systems, or related field (preferred).
- Relevant certifications (e.g., Certified Customer Success Manager, CSIM) are a plus but not mandatory.