Customer Success Manager

Worth AI • Miami, FL

4h • Hybrid

About The Position

Worth, an AI-powered SMB onboarding, underwriting, and decisioning platform for financial institutions, is seeking a Customer Success Manager to help customers achieve their goals and get maximum value from its products. The role owns a book of existing business as well as net-new clients, guiding customers through onboarding and implementation, providing tailored support, and developing strategies for customer success, engagement, and growth. The Customer Success Manager serves as a strategic partner and trusted advisor, helping clients use Worth’s platform and products effectively while fostering long-term relationships and satisfaction.

The role works with internal teams to resolve issues, improve service delivery, communicate customer feedback to product development, and advocate for customer-centric improvements. It includes managing accounts, monitoring success metrics and usage patterns, maintaining client data and internal reporting, and leading client meetings. Travel of up to 25% is expected, including two annual offsite corporate events in Orlando, Florida. For candidates local to the metro Orlando area, the role is hybrid, with three days per week in the Winter Park, Florida office.

Requirements

• At least 3 years of experience in customer success, account management, or a related field.
• Excellent communication and relationship-building skills.
• Proven ability to manage multiple projects and clients effectively.
• Strong analytical and problem-solving skills.
• Experience in FinTech, credit, and risk industries.
• Working understanding of underwriting principles, credit risk, lending workflows, and financial data models.
• Strong knowledge of AI technologies and their applications in financial technology, underwriting, credit decisioning, and risk management.
• Proficiency with CRM platforms such as Monday and HubSpot, ticketing systems such as Linear, and customer success tools.
• Ability to independently own onboarding, escalations, and executive relationships without heavy ramp time.
• Ability to thrive in a fast-paced environment and adapt to changing priorities.
• Ability to travel up to 25%, including two offsite corporate events per year in Orlando, Florida.

Nice To Haves

• Experience in the software or technology industry is highly desirable.

Responsibilities

• Assist with implementation for newly acquired clients and ensure a smooth onboarding experience.
• Onboard clients and provide hands-on training on AI-driven solutions for underwriting, risk assessment, and financial decision-making.
• Build and nurture client relationships, serving as a trusted advisor.
• Develop success and growth plans with clients to maximize product utilization and support expansion.
• Proactively assess client satisfaction, identify challenges related to underwriting or financial workflows, and recommend solutions.
• Serve as the front-line client contact and ensure timely resolution of issues involving underwriting workflows, data integrations, or AI performance.
• Maintain up-to-date client demographic, portfolio, and underwriting-related data in CRM and internal systems.
• Collaborate with internal teams to ensure seamless service delivery and resolve problems.
• Gather post-implementation feedback and relay it to the product development team.
• Advocate internally for customer-centric improvements across FinTech and underwriting use cases.
• Monitor customer success metrics and develop improvement strategies.
• Manage an assigned book of business and all aspects of key accounts and client relationships.
• Grow existing client accounts monthly by contacting clients, identifying needs, and selling appropriate products.
• Maintain internal reporting, organization, and the ticketing system.
• Partner with Customer Success leaders to identify trends across the book of business, including underwriting performance, risk outcomes, and customer usage patterns.
• Identify and execute process improvement opportunities.
• Lead weekly client syncs, steering committees, QBRs, and onsite sessions with stakeholders as needed.
• Perform other duties as assigned.

Benefits

• Health care plan (medical, dental, and vision).
• 401(k).
• Life insurance.
• Unlimited paid time off.
• 9 paid holidays.
• Work from home.
• Free food and snacks for employees in Orlando, Florida.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed