Senior Manager of Customer Success, Corcentric

• Successful candidates have empathetic leadership skills, a proven track record of managing Customer Success operations, and passion for helping customers achieve their business objectives
• A Bachelor’s degree in business or a relevant field
• 7+ years of Customer Success experience in the SaaS space
• 3+ years of leadership experience, including directly managing a Customer Success team
• Strong Payments domain knowledge and relevant industry experience (Fintech, Banking, Payments, etc.)
• Exceptional collaboration and interpersonal skills, with the ability to foster a team culture of engagement and achievement
• Demonstrated ability to build relationships and influence stakeholders at all levels
• Strong problem-solving skills, with the ability to think both strategically and tactically to negotiate and influence for positive outcomes
• Strong discernment, with the ability to effectively evaluate potential short- and long-term impacts, and make informed, sound decisions in support of department goals and initiatives
• Proficient MS Office experience, including MS Excel for effective reporting and data visualization and MS PowerPoint for creating and delivering quality presentations
• Familiarity with CRM software and customer success tools
• Ability to travel approximately 15% for client meetings and team-building

Desirable

• As a Senior Manager, Customer Success at Corcentric, you will join a collaborative team within an ambitious, entrepreneurial global organization
• You will be responsible for leading our Customer Success initiatives, driving customer satisfaction, and ensuring our clients receive maximum value from our Payments products and services
• As a Senior Manager, you will oversee a dedicated team of customer success managers and will play a pivotal role in developing and cultivating strong relationships with our customers
• In order to be considered, you should be within a commutable distance to one of these key hiring markets, as there may be in-person training and team-building events from time to time
• Lead and manage a team of Customer Success Managers (CSMs) to ensure the highest level of customer satisfaction, including leading team meetings, delivering training, and assigning projects
• Conduct regular performance reviews and professional development sessions to elevate team skills and performance
• Develop and implement customer engagement strategies that align with business goals
• Monitor and analyze customer health metrics to proactively address any issues and enhance customer experience
• Foster strong relationships with key stakeholders and customers to understand their business needs and objectives
• Identify upselling and cross-selling opportunities to drive revenue growth through existing customer accounts
• Implement and optimize customer engagement strategies that foster long-term loyalty and retention
• Collaborate cross-functionally with sales, product, and marketing teams to enhance the overall customer journey
• Track and report on relevant metrics (client spend analysis, trends, past results, renewals and upsell forecasts) and Key Performance Indicators (customer satisfaction and net promoter scores)
• Track and report on Key Performance Indicators (KPIs) and relevant metrics regarding customer satisfaction, renewals and upsell opportunities and provide results and recommendations to the VP of Payment Operations
• Determine the timing and content of touch points along the customer journey to drive optimal adoption, improve customer experiences
• Lead continuous improvement initiatives of processes, procedures, tools, software enhancements, and communication channels that enable the team to produce positive results that enhance operational efficiencies and customer experiences