Customer Success Manager

Worth AI•Orlando, FL

23d•Hybrid

About The Position

Worth, the AI-powered SMB onboarding, underwriting, and decisioning platform for financial institutions, is on the lookout for a dedicated Customer Success Manager who is passionate about helping customers achieve their goals using our innovative AI solutions. As part of our dynamic team, you will be instrumental in driving customer satisfaction and long-term success by fostering relationships and ensuring customers gain maximum value from our products. Your role will involve the onboarding and implementation of new clients, understanding their unique needs, providing tailored support to enhance their experience, and developing winning growth strategies that prioritize the client’s experience. You will act as a strategic partner, helping clients navigate our platform effectively, instilling confidence in our technology, and growing their engagement with the Worth suite of products and services. In this role you’ll be expected to take full ownership of a book of existing business in addition to net-new clients. You’ll be surrounded by like-minded, driven, talented, and hard-working individuals that will support you as you ramp from day one. Your book will be yours to own and grow. Join us at Worth AI as we reshape the landscape of decision-making powered by AI, and become a key player in our commitment to delivering exceptional customer experiences.

Requirements

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 the software or technology industry is highly desirable
Ability to thrive in a fast-paced environment and adapt to changing priorities
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
Proven ability to independently own onboarding, escalations, and executive relationships without heavy ramp time

Responsibilities

Assist and support the implementation process for newly acquired clients, ensuring a smooth onboarding experience
Onboard new clients and provide hands-on training to ensure they can effectively leverage AI-driven solutions for underwriting, risk assessment, and financial decision-making
Build and nurture strong client relationships, serving as a trusted advisor with a solid understanding of financial services, underwriting processes, and regulatory considerations
Work closely with your clients to build success and growth plans that ensure maximum utilization while laying the foundation for expansion efforts
Proactively engage with clients to assess satisfaction, identify challenges related to underwriting or financial workflows, and recommend solutions
Serve as front-line point-of-contact for your clients, ensuring timely resolution of issues related to underwriting workflows, data integrations, or AI performance
Maintain up-to-date client demographic, portfolio, and underwriting-related data within CRM and internal systems
Work collaboratively with various internal teams to ensure seamless service delivery and problem resolution
Gather customer feedback post-implementation and relay it to the product development team for ongoing enhancements
Champion the voice of the customer internally, advocating for customer-centric improvements across FinTech and underwriting use cases
Monitor customer success metrics and develop strategies for improvement
Manage an assigned book of business overseeing all aspects of key accounts and client relationships
Manage and grow existing client accounts monthly, by initiating contact with clients, identifying their needs and selling appropriate products to meet those needs
Maintain internal reporting, organization, and ticketing system
Partner with the Customer Success leaders to identify trends across the book of business, including underwriting performance, risk outcomes, and customer usage patterns
Identify and execute on process improvement opportunities
Maintain up-to-date client demographic, portfolio, and underwriting-related data within CRM and internal systems
Lead weekly client syncs, steering committees, QBRs, and onsite sessions with stakeholders as needed
Other duties as assigned