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Customer Success Manager

CreditRiskMonitor
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The Customer Success Manager ensures customer satisfaction and retention by providing exceptional support and value throughout the customer's lifecycle. Working closely with cross-functional teams such as New Sales, Marketing, Quality Assurance, and Operations, the Customer Success Manager ensures customer alignment within the Company. The role involves developing strong relationships with subscribers to help them achieve maximum value from our products by providing training, guidance, and support. To excel in this position, candidates must have excellent customer service skills, the ability to proactively address customer needs, and an organized problem-solving orientation to tasks. 

Key Responsibilities 

  • Act as the primary point of contact for customer inquiries and support. 
  • Provide teams with customer insights and recommendations regarding customer success strategies. 
  • Collaborate with internal teams to define customer requirements, support solutions and shape product strategies. 
  • Onboard new customers and ensure they are set up for success. 
  • Develop and maintain strong, long-term relationships with customers.
  • Monitor customer health metrics and proactively address any issues to promote retention. 
  • Provide training and ongoing support to ensure customers get the most out of our products.
  • Stay informed about industry trends and developments. 

Requirements 

  • Bachelor’s degree in Business, Finance, Marketing, Communications, Engineering, Computer Science or a related field.
  • Growth mindset and inclination toward problem solving.
  • Excellent communication skills, both written and verbal.
  • Experience in collaborating with cross-functional teams. 
  • Proficiency with technology such as CRM software (e.g., Salesforce, Microsoft Dynamics, HubSpot) and other enablement tools (e.g., Zoom Workplace, ZoomInfo, Seismic, LinkedIn Sales Navigator, Allego). 

Preferred

  • Experience in customer success, account management, or similar client-facing role.
  • Familiarity with data analysis tools and techniques.
  • Understanding of the financial services or SaaS industry. 

Employment Details

  • Reports to: Client Services Manager
  • Position Type: Full-Time Position
  • Location: Remote, but with New York in-person meetings
  • Compensation: On Target Earning of $100K with $75k base. Bonus and Commission Eligible
  • Benefits: medical, dental, vision, life insurance, flexible/health spending accounts, and 401(K)
  • Paid Time Off: 10 Paid Holidays and 16 days of Paid Time Off 

Training and Development 

The successful candidate will participate in a structured training period across five key departments: Quality Assurance, Marketing, Revenue Training, Data Science and IT. This comprehensive program is designed to provide CSM with deep understanding of how our products and services are created, marketed, and supported, ensuring they are well-prepared to deliver exceptional customers experiences.

  • Quality Assurance (QA): Gain insights into data quality standards and review processes to understand how our data integrity impacts customer experience and satisfaction. This portion will teach participants about how we create the data and products that are served to clients via our platforms. CSMs can leverage this background to effectively answer content questions from clients as well as build connectivity with QA team members to effectively triage issues.
  • Marketing: Learn about our marketing strategies and messaging, equipping the CSM to effectively communicate product value and benefits to customers. This portion will teach participants about how we create marketing content, how to effectively use it, and gain experience using Sales Enablement tools. CSMs can leverage this background to identify subject and content gaps as well as build connectivity with Marketing team members to effectively collaborate.
  • Revenue Training: Understand the client-facing platforms, available resources, and key products required to facilitate effective onboarding support, and customer satisfaction. CSMs will also learn more details about the Sales Enablement tools in their day-to-day activities as well as get access to Subject Matter Experts to explain our proprietary risk scores and product roadmap.
  • Data Science and IT: Develop a foundational understanding of the technical and analytical frameworks that drive our operations. Gain insight into how these departments contribute to the creation, enhancement, and continuous improvement of our products and services, completing a well-rounded perspective of the company’s functions.