Customer Success Senior Manager
You will play a key role driving revenue and product adoption across the customer base. You will focus on deepening customer relationships by scaling payments volume, implementing the custody solution, and identifying cross selling opportunities for other enterprise grade products. You'll develop deep understanding of each customer's technical solutions and needs, serve as a trusted advisor, conduct financial and value analysis, navigate upsell and cross sell opportunities, lead key cross-functional initiatives, and champion process improvements.
Responsibilities
- Develop a deep understanding of each customer's current technical solutions, organization, internal decision-making, aspirations and needs
- Serve as an advisor and advocate with customers, enabling them to better experience the potential of the product and participate in developing new solutions
- Conduct financial, business and value analysis to understand and analyze key financial targets such as cost reduction and revenue growth
- Navigate upsell and cross sell opportunities and drive them to deal execution, working with cross functional partners
- Lead key initiatives, working with cross-functional collaborators including Engineering, Technical Services, Sales, BD, Finance, Product Marketing and Legal to creatively solve complex business and operational issues
- Collect customer and marketplace feedback related to the value proposition and communicate this throughout the company
- Identify and champion internal process improvements
Requirements
- Fluency in English, with Spanish a bonus
- 10+ years of experience in a customer facing role at financial institutions and/or a FinTech or crypto organization
- Demonstrable understanding of multi-stakeholder management in complex environments
- Experience in the development and launch of modern, complex business solutions involving innovative technology and B2B relationships
- Excellence in building and managing relationships in cross-functional, global teams
- Excellent interpersonal skills and experience in coaching others, with ability to encourage and inspire others to achieve ambitious goals through leading by example
- Highly self-motivated individual who operates proactively and is driven to create impact and succeed
Benefits
- Professional development budget
- Flexible in-office collaboration schedule
- Bi-weekly all-company meeting with Leadership Team
- Team offsites, team bonding activities, and happy hours
- Competitive bonuses and equity
- Competitive benefits covering physical and mental healthcare, retirement, family forming, and family support
- Employee giving match
- Mobile phone stipend
- R&R days
- Generous wellness reimbursement and weekly onsite & virtual programming
- Generous vacation policy
- Industry-leading parental leave policies and family planning benefits
- Catered lunches, fully-stocked kitchens with premium snacks/beverages, and fun events