Strategic Customer Success Manager, Kyriba
$122.2-168.2k
+ Variable compensation
More information about location
Cloud based treasury and payment automation solutions
Be an early applicant
Cloud based treasury and payment automation solutions
1001+ employees
Be an early applicant
$122.2-168.2k
+ Variable compensation
More information about location
1001+ employees
Company mission
To help companies transform their liquidity management and use it as a strategic advantage.
Role
Who you are
- At least 8+ years in a customer facing role, at a SaaS company. At least 3+ years in a senior role
- Highly organized multi-tasker with a professional and confident persona that evokes a feeling of trust with clients
- Sales or Customer Success Experience required
- Strong experience working with senior-level management, both internally and externally (customers)
- Ability to learn quickly and adapt to new tools and technologies
- Proficiency in MS/Google tools: Word, PPT, XLS
- Proficiency in Salesforce or a comparable tool
- Passionate about building relationships and working directly with customers
- Comfortable managing through conflict and escalation
- Self-starter with strong time management and organizational skills
- Proven track record managing multiple priorities at a time
- Ability to thrive in a changing environment of a growing team and organization
- Excellent communication skills - oral and written
- Ability to work across multiple teams internally
- Project management skills, ability to build a plan and track progress against it
- Comfortable being measured to targets
- Ability to travel, up to 30% to be onsite with clients or at events
- Strong interpersonal skills and comfortable working with lots of different people
- Degree in Finance, Accounting, Treasury, Business Management, or equivalent preferred
- Background working in Treasury, Cash Management or equivalent is preferred
What the job involves
- The Customer Success Team at Kyriba works hand-in-hand with Account Managers and leadership to ensure that our customers are receiving maximum value from their investment in Kyriba
- Through a customer-first mentality, this team serves as a key relationship for the Kyriba customer base
- This role, Strategic Customer Success Manager (SCSM), is responsible for the management of a portfolio of strategic accounts
- We measure the success of this role through customer retention and growth, as well as overall customer sentiment (NPS)
- This role is responsible for senior-level management of a portfolio of accounts including strategic outreach and customer touchpoints, executive business reviews and meetings, renewal support and preparation, best practice recommendations, pipeline development and maturation, and escalation support as needed
- This is not a direct quota-carrying role, but focuses on revenue-generation and protection in terms of both day-to-day activities and measurement of success
- Aligning with the Account Managers that you support to determine the strategy for your account portfolio to maximize and protect revenue
- Serve as a senior contact for the accounts supported, working at both the operational and tactical/strategic level
- Lead efforts at Customer Onboarding to ensure a Customer Roadmap is established, and critical information is shared with our new customer (contacts, general processes)
- Establish meaningful relationships with customers through thoughtful and consistent interactions (phone, email, user groups, events, onsites) and act as their internal advocate within Kyriba
- Lead and deliver touchpoints owned by the SCSM, including recurring customer touchpoints, ad-hoc meetings, and Executive Business Reviews (in conjunction with the AM)
- Participate in, coordinate, and support other key events led by customer-facing roles (AM, SAM, Product)
- Generate and mature pipeline for customer portfolio, through customer interactions (meetings, emails, etc.) as well as campaigns coordinated with AMs / AM Leadership
- Partner with cross-functional teams (Sales, Support, Professional Services, Product, and Marketing) to ensure a smooth and consistent customer experience
- Prepare Renewal Audits in advance of renewal timeframes (2+ quarters ahead of contract expiration)
- Create change orders for low-dollar, transactional opportunities and coordinate the delivery with the AMs
- Have a strong understanding of the Kyriba solution, the business needs that it solves, and can apply these things to customer conversations. Ability to login to the Kyriba solution and perform simple tasks
- Escalate and manage customer issues as needed
- Properly document the customer journey and key customer information through the defined tools and processes (Salesforce, etc)
- Compliment the services of the AM, but not duplicate efforts, meeting attendance, etc
- Prepare and Deliver QBR to review goals and achievements from previous quarter as well plan for upcoming quarter
- Create high-quality communications, such as executive business review content, presentations, succinct and clear email messages, and excellent presentation skills
- Plays a strategic role in improving organizational processes, drives team success and leads high impact initiatives
Our take
Corporate liquidity - the ease of selling an asset without affecting its price and a measure of a company’s short-term health - increased by $180 billion between 2022 and 2023, indicating that now more than ever, economic uncertainty requires more rigorous financial health checks. Kyriba, who developed the first-of-its-kind corporate liquidity performance report, is creating products for just that.
Kyriba’s platform provides CFOs, corporate treasurers and IT analysts with the tools to connect, protect, forecast and improve their company’s liquidity. Automation tools developed by Kyriba provide performance and operational improvements to financial self-analysis and thereby offer actionable insights into company improvement. In short, Kyriba, with its 24 years of experience, is a strong alternative to traditional bank advice for corporations seeking improvements to their financial well-being. Kyriba’s risk management, treasury management, payments and connectivity products have seen the company process $15 trillion in payments annually.
Since its founder stepped down as CEO in 2024, Kyriba has received Growth Equity VC from longtime supporters Bridgepoint, accelerating its growth at a time when companies of all sizes need to asses their liquidity regularly.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 9 rounds)
Sep 2017
$44.7m
SERIES E
Sep 2016
$23m
SERIES D
Total funding: $152.2m
Company benefits
- Responsible Time Off - We trust and support our employees to take the time off that they need to work at their very best
- Company Matching 401K - We care about your financial future and want to help you plan for it in any way that we can
- Excellent Insurance Plans - Whether it’s medical, dental, or life insurance plans, including HSA and FSA account options, we have you covered
- Wellness Platform Incentives - From yoga to tennis, 5ks to book clubs, we have a holistic wellness program to help you stay happy and healthy, every day
- Disability Insurance - We will do everything we can to improve your care in the event of short-term or long-term disability
- Employee Assistance Programs - We have several programs to help set you up for success, both in and out of the office
- Legal Services - A highly experienced legal team is available to assist and support you in legal matters
- Pet Insurance - Pets are family. So from dogs to cats, birds to turtles, we want you to know that we’ve got your pet family covered
Company HQ
University City, San Diego, CA
Leadership
Melissa Di Donato
(CEO)Also the Small & Medium Enterprise Digital Adoption Task Force Member at the Department for Business and Trade. Previously a Member of the Advisory Board at Porsche AG, INED at JPMorgan Chase & Co and Founder at Inner Wings.
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