Customer Success Manager II

As a Customer Success Manager II
, you will fill the critical role of serving as the face of Fin Query with respect to your assigned customers, ensuring the highest level of customer satisfaction in the industry by proactively building trusting relationships with, and understanding the needs and pain points of, each of your customers. You will be responsible for maximizing customer satisfaction rates, driving expansion by identifying customers’ needs for additional products and services, and managing renewals.

In this role you will promote adoption, engagement and advocacy, enhancing Fin Query’s reputation and brand recognition. By proactively understanding and educating the product team about your customers’ needs, you will meaningfully contribute to the development of Fin Query’s product roadmap. The Customer Success Manager II has excellent verbal and written communication skills with the ability to lead meetings and host webinars.

Reports to CS Leader and/or Team Lead

• 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, acting as the primary point of contact 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:
  Monitor health metrics such as NPS and churn scores, and take corrective action and loop in leadership, when necessary, to mitigate churn risk
• Revenue Growth:
  Identify upsell and cross sell opportunities to increase customer usage and product adoption, ensuring positive net revenue retention (NRR)
• Contract Negotiation and Renewals:
  Own customer renewal cycles end to end, working directly with internal stakeholders as needed, to ensure customer satisfaction during the renewal process 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, in partnership with management, to build Customer 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 with a sense of urgency and in a timely manner
• 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 actionable insights back to the customer
• Advocate Identification:
  Identify opportunities for customers to become advocates, such as testimonials and case studies
• Conduct all business in accordance with Fin Query policies and procedures
• All other duties as assigned.

• 3-4 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
• 4-year degree or equivalent experience
• Good communication skills, both written and verbal
• Must have strong organizational skills and be detail oriented
• Demonstrated ability to build and maintain relationships with customers
• Strong analytical and goal oriented mindset
• Emerging ability to recognize upsell and expansion opportunities when speaking to customers
• Exposure to contract negotiations and renewal discussions with customers
• Experience working in G-Suite, Salesforce, and/or Churnzero

• Flexible PTO (including 11 holidays and your birthday off)
• 401(k) plan with employer matching
• Great health benefits with multiple plan option
• Sabba…