Customer Success Manager

91% Flex

Full Remote

Mid-level (2-5 years)

Remote from:Anywhere

Request priority access (3/3)

Customer Success Manager

91% Flex

Remote: Full Remote

Experience: Mid-level (2-5 years)

Work from: Anywhere

Offer summary

Qualifications:

4-year degree or equivalent experience, 3-4 years customer success or account management experience in SaaS or software company, Strong written and verbal communication skills, Experience managing renewal and negotiation conversations.

Key responsabilities:

Manage customer relationships throughout the lifecycle
Conduct regular proactive calls and meetings, utilize CRM for accurate records
Identify upsell and cross sell opportunities, ensure positive revenue growth

FinQuery, Formerly LeaseQuery

SME

https://finquery.com/

201 - 500 Employees

aboutFinQuery, Formerly LeaseQuery

Job description

Your missions

As a Customer Success Manager, you will fill the critical role of serving as the face of FinQuery with respect to your assigned customers, ensuring the highest level of customer satisfaction in the industry by proactively building trusting relationships with, and understanding the needs and pain points of, each of your customers. You will be responsible for maximizing customer satisfaction rates, driving expansion by identifying customers’ needs for additional products and services, and managing renewals. In this role you will promote adoption, engagement and advocacy, enhancing FinQuery’s reputation and brand recognition. By proactively understanding and educating the product team about your customers’ needs, you will meaningfully contribute to the development of FinQuery’s product roadmap. The Customer Success Manager has excellent verbal and written communication skills with the ability to lead meetings and host webinars.

FinQuery's headquarters is located in Atlanta, GA, but this role can sit 100% remote.

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 take corrective action and loop in leadership, when necessary, to mitigate churn risk

Revenue Growth: 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 as needed, 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 the customer, in partnership 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: Manage customer complaints, and utilize internal resources where appropriate, 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

3-4 years customer success or account management experience in SaaS or software company

Experience in creating success plans and utilizing data to identify the health of a customer

Strong written and verbal communication skills

Strong organizational skills and attention to detail

Demonstrated ability to build and maintain relationships with customers

Ability to analyze data, trends, and client information to identify growth opportunities

Ability to handle objections and negotiations with minimal supervisor assistance

Ability to recognize upsell and expansion opportunities when speaking to customers

Experience managing renewal and negotiation conversations

Proficient 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.

Required profile

Experience

Level of experience :

Mid-level (2-5 years)

Industry :

Spoken language(s)

Check out the description to know which languages are mandatory.

Hard Skills

Soft Skills

Excellent communication skills
Strong relationship-building abilities

Are you interested?

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