As a Customer Success Manager I, you will fill the critical role of serving as the face of FinQuery with respect to your assigned customers, maintaining long-term relationships by providing excellent customer service, and consultative support. You’ll be driving growth within the customer base by negotiating / renewing existing client contracts and identifying customers’ needs for additional products and services. In this role you will promote adoption, engagement and advocacy, enhancing FinQuery’s reputation and brand recognition. By learning how to understand your customers’ needs, you will be able to work with other teams cross functionally regarding your customers’ needs to meaningfully contribute to the development of FinQuery’s product roadmap. The Customer Success Manager I has strong verbal and written communication skills with the ability to lead customer meetings and host webinars.
Reports to CS Leader and/or Team Lead
What you will be doing:
- Client Onboarding: Work with sales and implementation teams to ensure a smooth transition from the presale state to the post-sale customer success stage. Expectations include, but are not limited to, joining kick-off calls, keeping up to date with the progress of the implementation, and scheduling a graduation call
- Relationship Management: Develop and maintain customer relationships, acting as the primary point of contact throughout the customer lifecycle
- Proactive Communication and Documentation: Conduct regular proactive calls and account review meetings; utilizing CRM to maintain an accurate record of discussion and action items
- Customer Retention: Monitor health metrics such as NPS and churn scores, and work with leadership to develop a customer improvement plan to mitigate churn risk
- Revenue Growth: Utilize internal resources to help identify upsell and cross sell opportunities to increase customer usage and product adoption, ensuring positive net revenue retention (NRR)
- Contract Negotiation and Renewals: Own customer renewal cycles end to end, working directly with internal stakeholders, to ensure customer satisfaction during the renewal process while adhering to contractual and department requirements for initiating renewal discussions and ensuring all departmental guidelines for providing pricing and any other requirements are followed
- Customer Outcomes: Work with management to build Customer Success Plans, establishing critical goals, desired business outcomes, or other key performance indicators and aid the customer in achieving long and short-term goals
- De-escalation: Work with management team to raise critical client issues internally and mobilize resources to resolve issues with a sense of urgency and in a timely manner
- Customer Feedback: Represent the voice of the customer to inform product roadmaps by collecting, analyzing, and disseminating customer feedback and product requirements to system improvements
- Data Analysis: Utilize customer data and metrics to make informed decisions and provide actionable insights back to the customer
- Advocate Identification: Identify opportunities for customers to become advocates, such as testimonials and case studies
- Conduct all business in accordance with FinQuery policies and procedures
- All other duties as assigned.
What experience and skills we need you to have:
- 4-year degree or equivalent experience
- 1-2 years customer success or account management experience in SaaS or software company
- Good communication skills, both written and verbal
- Must have strong organizational skills and be detail oriented
- Demonstrated ability to build and maintain relationships with customers
- Strong analytical and goal oriented mindset
- Emerging ability to recognize upsell and expansion opportunities when speaking to customers
- Exposure to contract negotiations and renewal discussions with customers
- Experience working in G-Suite, Salesforce, and/or Churnzero
Benefits:
- Flexible PTO (including 11 holidays and your birthday off)
- 401(k) plan with employer matching
- Great health benefits with multiple plan option
- Option to choose between in office, fully remote, or a hybrid work environment for all employees
- Sabbatical program (4 weeks after 5 years of service)
- Casual dress environment (when in office)
- Catered lunches every Tuesday and Thursday
- Company events each quarter
- Signing stipend for a work-from-home setup
- Free gym membership at our office
- Annual employee development program stipend of $2,000 for each employee
- Flexible parental leave with 10 weeks paid leave for ALL new parents
- Fertility/adoption assistance
- Annual tutoring stipend for your children
- Mentorship program available immediately
- Regular team outings
- Advancement opportunities based on results, not politics
- Culture that emphasizes inclusiveness driven by our REDI Committee
About Us
FinQuery is an innovative contract & spend intelligence company whose solutions are used by over 7,000 organizations worldwide. What sets us apart is that we’re the only provider offering complete visibility into an organization’s largest areas of spend – leases, software subscriptions, and other financial contracts – all in one platform.
Our platform provides our customers with unprecedented insight that drives informed decisions on their largest areas of spend and allows organizations to solve problems that matter for their business.
FinQuery is an equal opportunity employer to all persons, free from restrictions and prejudice based upon race, color, creed, religion, sex, domestic relationship status, parental status, family status, sexual orientation, national origin, gender identity, age, and disability status. FinQuery maintains a drug-free workplace.
