Customer Success Manager I

Job description

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.

FinQuery’s headquarters is located in Atlanta, GA.

What you will be doing:

• As the customers’ primary Point of Contact, own the entire customer partnership, maximize customer satisfaction, apply problem-solving skills, advise on product capabilities, drive advocacy and perform a broad array of other consultative activities
• Ensure positive net revenue retention (NRR) for assigned customer segments through targeted activities around onboarding, growth, and retention
• Consistently replies to customer outreach within 24 hours, providing regular updates until resolved
• Own customer renewal cycles end to end, successfully meeting necessary renewal timelines (renewal play), and following strategic methods to promote customer engagement prior to the renewal close date
• Independently maintaining proactive relationships in a consultative manner with growth accounts while leveraging usage data and analytics to manage commercial customers
• Proven ability to manage and grow strategic customer relationships, ensuring retention and revenue expansion.
• Expert in mapping customer KPIs to success strategies using Attentive’s product suite.
• Build and maintain account plans, including organization mapping and opportunity whitespace.
• Work with clients and in partnership with management to build Customer Success Plans, establish critical goals, desired business outcomes, or other key performance indicators, and aid the customer in achieving their goals
• Collaborate directly with the sales and implementation teams to ensure a smooth transition from the pre-sale stage to the post-sale customer success stage
• Monitor, analyze, and maintain customer health metrics, taking proactive steps in addressing opportunities and challenges that may arise. Maintain a cadence of communication with customers about their usage trends and company needs. Provide insights to customers to ensure that they get the most out of the platform
• Identify methods and opportunities within your book of business to expand customers’ use of the FinQuery platform and tools.
• Represent the voice of the customer to inform product roadmaps. Specifically, consult with customers to identify perceived limitations of our current offerings and communicate this feedback to management and other teams, such as the product team or the implementation team, through established workflows
• Responsible for updating and utilizing the CRM (Customer Relationship Management) system with notes that are clear and highlight significant takeaways
• Work with the management team to raise critical client issues internally and mobilize resources to resolve issues
• 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 of customer success or account management experience in SaaS or software company
• 1-2 years owning renewals, upsell and expansion conversations and workflows
• Ability to collaborate and build strong relationships with customers, especially at the Executive level, and engage across corporate functions
• Effective organization and time management, with the ability to manage a diverse book of business
• Strong communication and interpersonal skills, proven ability to develop relationships internally and externally
• Ability to meet and exceed revenue targets
• Growing ability to ask probing questions on customer calls to learn more about customer book of business and potential expansion opportunities
• Working knowledge of G-Suite, Zendesk, Zoom Video, CRM tools (Salesforce, ChurnZero, etc), and data analytical platforms (FullStory, UserIQ, Ally, etc)
• Ability to handle negotiations during renewal discussions with the customer

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 Thursday
• 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
• Parental Leave Benefits
• 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

$37,500 - $75,000 a year

The base pay range for this position is $37,500-$75,000, which represents between 40%-80% of total compensation. Please note: The final base pay for this position will be determined in FinQuery’s sole discretion consistent with applicable law, and based on a variety of factors, including, but not limited to, the applicant’s skills, qualifications for the role, job-related knowledge, work experience, and FinQuery’s business and other operational considerations.

About Us

FinQuery is revolutionizing accounting automation and contract management. As the only provider offering a single platform for complete visibility into lease and vendor contracts, we empower organizations with unprecedented control over their top spending categories. Our award-winning AI-driven software helps over 8,000 organizations worldwide minimize risk, boost efficiency, and reduce costs. Join us as we redefine how businesses manage their finances.

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.