Customer Success Manager

Mobility Global • Southfield, MI

1d

About The Position

The Customer Success Manager strengthens client relationships and supports revenue retention by helping customers achieve their goals with Mobility Global. The role uses proactive outreach, tailored enablement, and consultative engagement to encourage product adoption and usage, reduce churn, and identify growth opportunities. The Customer Success Manager supports customers throughout their journey, from onboarding and migration through ongoing adoption and value realization, and shares customer insights to help shape the customer experience.

The position is part of a dynamic, global Customer Success Team responsible for helping customers realize value and building long-term relationships. The role works closely with customers and internal teams as the company launches new platforms and products, supporting successful adoption and helping clients feel confident and supported through the transition to next-generation products and platforms. The team offers opportunities to develop client relationship skills, industry knowledge, and product expertise.

Requirements

• Bachelor’s degree.
• Typically 2+ years of experience in financial services or a sales/account management role involving client engagement, enablement, or adoption activities.
• Positive, proactive attitude and strong teamwork skills.
• Excellent listening and communication skills, including the ability to clearly explain complex or technical information to diverse audiences and build confidence during change.
• Proven ability to maintain strong relationships with senior client contacts and ensure high satisfaction.
• Goal-oriented, with strong organizational and multitasking skills in a fast-paced environment.
• Experience in a consultative sales or client-facing role, handling challenging situations and resolving non-routine issues.
• Comfort working in a changing environment, adapting quickly, learning new products and platforms, and helping customers navigate change.
• Proficiency in MS Office, including Word, Excel, and PowerPoint.

Nice To Haves

• Knowledge of CRM systems such as Salesforce or SalesLoft, or Customer Success Platforms.
• Additional language skills, particularly French or German, for roles supporting customers across EMEA.
• Experience with usage analytics and developing account profiles for engagement strategies.
• Experience supporting customers through platform migrations, product launches, implementations, or other significant changes.
• Creativity in proposing new ideas and identifying process improvement opportunities.
• A track record of professional growth through training and development initiatives.

Responsibilities

• Plan and execute proactive client engagement activities, including onboarding, migration, adoption, and value reviews, in collaboration with Sales, Marketing, Product, and other teams.
• Educate clients on Mobility Global product capabilities to increase usage, awareness, and value realization.
• Provide tailored training and enablement on platform features, releases, and migration-related changes based on user roles, workflows, and customer needs.
• Support customers through platform migrations, helping them navigate change and realize value from new platforms and capabilities.
• Monitor product usage patterns and translate insights into actionable steps that support renewals and upsell opportunities.
• Build and maintain relationships with senior client contacts by understanding their goals, challenges, and concerns through active listening and empathy.
• Understand clients’ business contexts and market environments to recommend practical solutions through education or connections to internal experts.
• Capture and relay client feedback, challenges, and opportunities to Product and other teams to inform product development, migration planning, and the customer experience.
• Use CRM tools such as Salesforce and SalesLoft, along with internal systems, to document activities, manage follow-ups, and meet targets.
• Prioritize tasks based on importance and urgency while managing multiple accounts effectively.
• Contribute to team initiatives that improve processes, share best practices, and enhance efficiency.
• Share knowledge, best practices, and guidance with team members to support consistent, high-quality client engagement.
• Resolve varied and non-routine client issues resourcefully, collaborating with internal stakeholders to provide timely and effective solutions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level