Customer Success Manager (CSM)

NoFraud

About The Position

The Customer Success Manager will help onboard new customers and focus on retaining and expanding existing customers. You are customer-centric in everything you do; over-communicating to our customers and relaying their feedback, requests and observations to the internal organization. You are operationally minded and have a strong understanding of process, tools and technology. You will confidently manage a book of business, maintaining consistent touch-points with customers to ensure positive customer experiences and positive relationship status’. You will be experienced at contract negotiation, conveying product value and ROI in conversations that result in customers advocating on our behalf publicly. You will work with the Sr. Director of Customer Success to implement programs to identify and drive growth. These will map, track, and drive opportunities across mid market and enterprise customer segments. You will identify ways to improve our processes, engage repeatable processes like QBR’s and renewals with efficiency, and default to using data whenever possible.

Requirements

Experience: Minimum of 4 years of experience in customer success, marketing, or sales within the tech industry or a SaaS business.
Ecommerce Knowledge: Strong understanding of how online merchants operate and how technology impacts revenue, customer experience, and risk.
Analytical Skills: Proficiency in analyzing data and metrics to derive insights and make recommendations. Capable of telling compelling stories using data.
Communication: Excellent communication and interpersonal skills, with the ability to build rapport and credibility with diverse stakeholders. Great written and presentation skills.
Strategic Thinking: Ability to develop and execute plans aligned with company objectives. An awareness that the customer voice is the most important asset we have in building a broader business strategy.
Adaptability: Comfortable working in a fast-paced, dynamic environment with evolving priorities and client needs.
Organized: Self-motivated and capable of managing multiple priorities, including clients, experiments, and updates to internal teams. Unwavering attention to detail.

Nice To Haves

Technical Acumen (preferred but not required): Strong understanding of fraud prevention technology and the ability to effectively communicate technical concepts to non-technical stakeholders.

Responsibilities

Own and manage a portfolio of clients, serving as the primary post-sales point of contact and trusted advisor
Lead customer onboarding and enablement to ensure fast time-to-value and strong early adoption
Proactively monitor account health, usage, and risk indicators to prevent churn and escalation
Develop a deep understanding of your client’s businesses, our competitors, and relevant verticals.
Build relationships with decision-makers and individual contributors, understanding their business needs, objectives and how they view success for their partnership with NoFraud
Become a product expert, able to answer customer questions regarding workflows, set up, transactions, billing and more.
Educate clients on fraud best practices and advise on strategies and tactics to drive down chargebacks.
Manage renewal processes by clearly demonstrating our product’s ROI using data, analytics and competitive analysis.
Partner closely with Sales on expansion opportunities while showing an understanding of your client’s pain points and needs.
Conduct comprehensive quarterly business reviews that demonstrate a deep understanding of your client’s program goals and results and provide data-backed recommendations.
Own your clients’ success with a goal of making every client a NoFraud net promoter and shameless public advocate.