Position Overview

The Customer Success Manager (CSM) is responsible for shaping and executing the organization’s customer experience strategy. This role ensures a seamless experience across all stages of the customer journey, driving satisfaction, retention, and growth. Acting as the champion of a customer-centric culture, the CSM influences how clients perceive the company while fostering efficiency, profitability, and long-term relationships.

Key Responsibilities

Team Leadership & Coaching

• Provide daily oversight, guidance, and support to the Client Services team.
• Serve as a hands-on leader, assisting with complex client issues and promoting a culture of accountability, coaching, and continuous improvement.

Customer Success Metrics & Strategy

• Develop and manage frameworks for tracking KPIs such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and retention rates.
• Analyze data trends to identify opportunities for improvement and implement strategies that enhance customer outcomes.

Performance Management & Reporting

• Define and monitor key performance indicators including ticket resolution time, escalation rates, and customer feedback.
• Prepare and present actionable performance reports to senior leadership.

Process Optimization & Training

• Evaluate existing workflows and implement improvements to increase efficiency and consistency.
• Deliver targeted training on communication, issue resolution, and product knowledge to strengthen team capabilities.

Customer Relationship Management

• Act as the primary point of contact for strategic or high-value clients, ensuring alignment between software functionality and client business objectives.
• Build strong relationships that drive customer satisfaction and loyalty.

Cross-Functional Collaboration

• Partner with Development, Conversions, and Quality Assurance teams to resolve escalated issues promptly and professionally.
• Advocate for customer needs in product development and strategic planning.

Trend Analysis & Proactive Resolution

• Monitor support trends and proactively implement solutions to recurring issues.
• Recommend process changes, training initiatives, or product enhancements to reduce support volume and improve outcomes.

Customer Success Advocacy

• Champion the voice of the customer within the organization, influencing product, process, and policy improvements.
• Represent customer perspectives in strategic initiatives.

Technological Acumen

• Demonstrate comfort with learning and navigating multiple software platforms, systems and tools used across a diverse product suite.

Other Duties as Assigned

• Support leadership initiatives and participate in special projects as needed.

Key Expectations

• Lead by example in delivering exceptional customer service and professional communication.
• Foster a team culture of ownership, responsiveness, and collaboration.
• Maintain deep knowledge of the company’s banking software products and services.
• Hold team members accountable for performance goals and align objectives with organizational priorities.

Qualifications

Education

• Bachelor’s degree in Business, Finance, Economics, or related field preferred; equivalent experience considered.

Experience

• 3–5 years of supervisory experience in customer success, client services, or account management.
• Minimum 2 years of customer-facing experience in banking or financial technology preferred.

Skills

• Proficiency in tracking and interpreting customer success metrics (NPS, CSAT, first-call resolution).
• Strong leadership and team-building skills with a focus on coaching and development.
• Analytical mindset with strong decision-making capabilities.
• Experience with helpdesk systems, reporting tools, and CRM software.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

Attributes

• Passionate about delivering superior customer service.
• Highly organized, dependable, and results-oriented.
• Empathetic and skilled at building rapport with clients and internal teams.