Customer Success Manager (Fully Remote)

EXUS•Lebanon, PA

2d•Remote

About The Position

EXUS is an enterprise software company, founded in 1989 with the vision to simplify risk management software. EXUS launched it's Financial Suite (EFS) in 2003 with the aim to support financial entities worldwide to improve their results. Today, our EXUS Financial Suite (EFS) is trusted by risk professionals in more than 52 countries worldwide (MENA, EU, SEA). Two of our clients in SEA are major banks in the Philippines. We introduce simplicity and intelligence in their business processes through technology, improving their collections performance. Our people constitute the source of inspiration that drives us forward and helps us fulfill our purpose of being role models for a better world. This is your chance to be part of a highly motivated, diverse, and multidisciplinary team that embraces breakthrough thinking and technology to create software that serves people. We offer a creative, fun, and above all, inspiring working environment that fosters team spirit and promotes the greater good. We are positive and eager to learn and explore. We are committed to our vision. Our shared Values: We are transparent and direct We are positive and fun, never cynical or sarcastic We are eager to learn and explore We put the greater good first We are frugal, and we do not waste resources We are fanatically disciplined, and we deliver on our promises We are EXUS! Are you? We are looking for a Customer Success Manager to own post go live success and the long term health of an assigned portfolio of customers using EXUS debt collections and recovery platforms. You will turn product usage and customer outcomes into practical success plans, help customers realize value, and make emerging risks visible early. You will work closely with Delivery, Support, Product, Engineering and the BAs depts. The Customer Success Manager owns commercial proposals, negotiations and renewals; this role provides customer insight, health evidence and expansion opportunities to support those decisions.

Requirements

Bachelor’s degree in Business Administration, Sales, IT, or a related field.
At least 3 years of relevant experience in Enterprise SaaS Customer Success, Program Management, or Sales, with banking experience required.
Experience managing ongoing customer relationships, including post-deployment engagement, adoption, business reviews, and customer needs.
Demonstrated experience working with multiple business and technical stakeholders throughout complex enterprise deployments lasting six months or more, including transition and handover to ongoing operations.
Ability to interpret usage data, dashboards, and customer outcome metrics, identify limitations in the available data, and translate findings into specific actions related to adoption, customer outcomes, or risk mitigation.
Proven ability to collaborate with Delivery, Support, and Product teams to establish ownership, track actions to completion, and maintain constructive customer relationships.
Working proficiency with CRM or Customer Success platforms, BI dashboards, and project management or support portals.
Strong written and spoken English, with the confidence to communicate effectively with senior customer stakeholders, facilitate business reviews, and coordinate complex or sensitive escalations.
Willingness to travel for key go-lives, customer meetings, and business reviews, approximately 30% annually, as required

Nice To Haves

Experience within the fintech sector would be considered a strong plus.
Domain knowledge: Experience in collections, lending, banking operations, or financial software.
Process improvement: Lean or Six Sigma training/certification, or demonstrated experience facilitating measurable process improvement initiatives or workshops.
Technology exposure: Experience working with AI- or machine learning-enabled financial software.
Additional languages: Proficiency in Thai, Spanish, or French, in addition to English.

Responsibilities

Lead the transition from the project team after go-live.
Drive platform adoption and customer value.
Monitor customer health and flag retention risks early.
Lead quarterly business reviews on outcomes and priorities.
Coordinate customer communication and follow-up on critical issues with Support.
Identify customer advocates and refer expansion opportunities to the Customer Success Manager.
Represent the voice of the customer internally and follow up on agreed actions.