813.666.4504

Customer Success Manager

Denver, CO

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Title: Customer Success Manager

Location: Denver, CO

Overview:

Fast-growing, Denver-based startup looking for their next Customer Success Manager. Recently launched a cloud-based Payment Facilitator solution offering all the tools Payment Facilitators (PFs) need from underwriting and onboarding to reporting, funding, and chargeback management. They target PFs directly, or through channels, while working with the processors, banks, gateways, CRMs, and other PF partners. They focus on mission critical applications and integrations; dealing with high volumes of structured data and transactional data that ensure customers can board and manage merchants and the customer payments that they process.

The Customer Success manager is a hands-on position where you will become a product expert an will act as a champion for customers ensuring they receive exceptional software and support. It is an amazing opportunity with a growing tech company that’s expanding. Be an integral part of a small, but growing team delivering a platform and services that are revolutionizing payment facilitation.

Responsibilities:

  • Serve as project manager for onboarding new enterprise customers, where new platform functionality is required for a successful roll-out
  • Be a true customer advocate ensuring an exceptional customer experience by understanding their business objectives and helping to drive adoption of core functionality
  • Interface with multiple stakeholders in you client organizations – from C-level executives to technical subject matter experts
  • Maintain excellent situational awareness and understand how to build and maintain client relationship
  • Act a s a product expert to creatively resolve customer problems using existing platform functionality
  • Accurately diagnose underlying customer pain points to assist Product Management in finding holistic, customer agnostic solutions
  • Be data driven and manage customer success through clear set of quantifiable metrics, treating your client portfolio as your own “P&L”
  • Coordinate closely with Product Management to ensure that customer expectations are set correctly and that their needs are being met
  • Assist teams in reactive customer support through Slack, phone, and email to provide in-depth, knowledgeable answers
  • Assist the Director of Customer Success in building out top-notch Customer Success, Support, and Implementation operations

Requirements:

  • Minimum 3-5 years’ experience in one or more of the following roles:
    • Customer Success or Account Management role supporting mid to Enterprise level customers of payment processing solutions and/or complex software products
    • Product Owner/Analyst with experience interacting and managing customers
    • Project Management, Integration Support, or Customer Service role fluid in discussing technical concepts and problems internally and externally
  • Background in enterprise SaaS industry and payments industry (payment processing) strongly preferred
  • Satisfaction in solving both the simple and the difficult when it comes to complex customer problems
  • A task manager who thrives in environments that call for extensive multi-tasking, strong communication, and an attention to detail that empowers customers maximum return on products and services
  • Ability to preemptively see customers’ needs as they move past implementation
  • Must be conversant in dealing with complex software products, issue resolution, and product deployments
  • Ability to take initiative and work independently in a startup environment
  • Empowerment to help solve escalated issues and work towards making a wrong a right
  • Ability to flourish in a fluid role where responsibilities may vary and force you to work outside your comfort zone
  • Knowing when saying “no” is the right answer and the ability to communicate that “no” delicately
  • Strong oral and written communication skills
  • Comfort managing multiple projects and deliverables simultaneously
  • Proficiency in the basics(Microsoft Outlook, Word, and Excel)
  • Bachelor’s degree or equivalent experience

Benefits:

  • Competitive salary
  • Flexible vacation policy
  • Comprehensive health, dental, and vision benefits
  • 401K with match
  • Flexible work from home policy
  • Dog-friendly office