- Company Name
- Mortgage Automator
- Job Title
- Manager, Customer Success
- Job Description
-
**Job Title:** Manager, Customer Success
**Role Summary:**
Lead and scale a high‑performing Customer Success team within a B2B SaaS fintech organization, designing end‑to‑end customer journeys, driving proactive engagement, and aligning success initiatives with the company’s growth and retention goals.
**Expectations:**
- Deliver measurable improvements in customer satisfaction, retention, and expansion (renewals, upsells) within the first 12 months.
- Translate product capabilities into actionable client value strategies and playbooks.
- Foster a data‑driven culture, using CRM and analytics to inform decisions and report on health metrics.
**Key Responsibilities:**
- Build, coach, and manage a Customer Success team of 5–10 members, setting performance targets and overseeing hiring, onboarding, and development.
- Define and document the customer lifecycle, creating playbooks, SOPs, and escalation procedures.
- Own the quarterly renewal process, driving proactive renewal conversations and upsell opportunities.
- Partner with Sales, Product, and Support to shape roadmap input, feature adoption, and issue resolution.
- Lead regular health‑check reviews, churn analysis, and retention strategy adjustments.
- Champion customer advocacy, case studies, and reference programs to support marketing and sales.
- Manage budget for tools and resources, ensuring effective enablement and tooling for the team.
**Required Skills:**
- 4+ years Customer Success experience in B2B SaaS; 2+ years in a leadership or team‑lead role.
- Proven record of building CS structures from scratch (playbooks, lifecycle stages, processes).
- Strong commercial acumen; comfortable coaching teams on value‑based sales methods and meeting renewal/upsell targets.
- Data‑oriented mindset; proficiency with CRM systems (e.g., Salesforce, HubSpot) and analytics/AI tools for customer insights.
- Excellent communication, cross‑functional collaboration, and change‑management capabilities.
- Adaptable strategy thinker with experience navigating go‑to‑market transformations.
**Required Education & Certifications:**
- Bachelor’s degree in Business, Marketing, Finance, or a related field.
- Professional certification in Customer Success (e.g., Certified Customer Success Manager, CSN) is a plus.