The Senior Customer Success Manager (CSM) role will own and deepen the client relationship with our top tier accounts, be responsible for retention metrics such as NRR of their portfolio, and proactively advise our clients on FinQuery as an expert. During the customer onboarding process, you will build relationships with your assigned customers, remove roadblocks, and work with them on strategy as they complete their journey through implementation with Professional Services. Post go-live, you will own the relationship with the customer during their tenure with FinQuery to ensure that they are using FinQuery products well, happily, and eagerly to expand the relationship, realizing tangible value from using FinQuery, growing their usage with FinQuery, and expanding our footprint.
What you will be doing:
- Client Onboarding: Work with sales and implementation teams to ensure a smooth transition from the presale state to the post-sale customer success stage. Expectations include, but are not limited to, joining kick-off calls, keeping up to date with the progress of the implementation, and scheduling a graduation call
- Relationship Management: Develop and maintain customer relationships at multiple levels of the organization, building strong relationships with senior level executives throughout the customer lifecycle.
- Proactive Communication and Documentation: Conduct regular proactive calls and account review meetings; utilizing CRM to maintain an accurate record of discussion and action items
- Customer Retention: Oversee health metrics such as NPS and churn scores, and take corrective action, when necessary, to mitigate churn risk as well as identifying and coaching team members on new methods of health monitoring and risk mitigation
- Revenue Growth: Assist management in developing and gaining adoption of revenue growth strategies, leading by example to ensure a positive net revenue retention across the team portfolio
- Contract Negotiation and Renewals: Own customer renewal cycles end to end, taking a streamlined and systemic approach for annual contract renewals with the aim of increasing revenue retention and expansion and mitigating revenue contraction while adhering to contractual and department requirements for initiating renewal discussions and ensuring all departmental guidelines for providing pricing and any other requirements are followed
- Customer Outcomes: Work with the customer to build individualized Success Plans, establishing critical goals, desired business outcomes, or other key performance indicators and aid the customer in achieving long and short-term goals
- De-escalation: Manage customer complaints, and utilize internal resources where appropriate, to resolve issues as well as act as an additional escalation resource for CS team members
- Customer Feedback: Represent the voice of the customer to inform product roadmaps by collecting, analyzing, and disseminating customer feedback and product requirements to system improvements
- Data Analysis: Utilize customer data and metrics to make informed decisions and provide valuable insights at an executive level to positively influence key decision makers
- Advocate Identification: Identify opportunities for customers to become advocates, such as testimonials and case studies
What experience and skills we need you to have:
- 4-year degree or equivalent experience
- 5+ years customer success or account management experience in SaaS or software company
- Experience in creating success plans and utilizing data to identify the health of a customer
- Strong written and verbal communication skills with a passion for delivering an excellent customer experience
- Strong organizational skills and excellent attention to detail
- Demonstrated ability to build and maintain relationships with customers
- Professional presence with ability to listen to, understand and present to customers
- Ability to understand customer’s business needs and how those connect back to product value
- Skilled in developing and implementing contract strategies to align with business objectives and owning negotiations during renewal discussions with the customer
- Ability to recognize upsell and expansion opportunities when speaking to customers
- Experience mentoring and training team members
- Advanced knowledge working in G-Suite, Salesforce, and/or Churnzero
Benefits:
- Flexible PTO (including 11 holidays and your birthday off)
- 401(k) plan with employer matching
- Great health benefits with multiple plan option
- Option to choose between in office, fully remote, or a hybrid work environment for all employees
- Sabbatical program (4 weeks after 5 years of service)
- Casual dress environment (when in office)
- Catered lunches every Tuesday and Thursday
- Company events each quarter
- Signing stipend for a work-from-home setup
- Free gym membership at our office
- Annual employee development program stipend of $2,000 for each employee
- Flexible parental leave with 10 weeks paid leave for ALL new parents
- Fertility/adoption assistance
- Annual tutoring stipend for your children
- Mentorship program available immediately
- Regular team outings
- Advancement opportunities based on results, not politics
- Culture that emphasizes inclusiveness driven by our REDI Committee
$82,700 - $138,900 a yearThe base pay range for this position is $82,700-$138,900, which represents between 40%-80% of total compensation. The final base pay for this position will be determined in FinQuery’s sole discretion consistent with applicable law, and based on a variety of factors, including, but not limited to, the applicant’s skills, qualifications for the role, job-related knowledge, work experience, and FinQuery’s business and other operational considerations.
About Us
FinQuery is an innovative contract & spend intelligence company whose solutions are used by over 7,000 organizations worldwide. What sets us apart is that we’re the only provider offering complete visibility into an organization’s largest areas of spend – leases, software subscriptions, and other financial contracts – all in one platform.Our platform provides our customers with unprecedented insight that drives informed decisions on their largest areas of spend and allows organizations to solve problems that matter for their business.FinQuery is an equal opportunity employer to all persons, free from restrictions and prejudice based upon race, color, creed, religion, sex, domestic relationship status, parental status, family status, sexual orientation, national origin, gender identity, age, and disability status.
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