Customer Success Manager
About The Position
At PureFacts, Customer Success is about more than supporting customers—it's about becoming a trusted partner who helps clients maximize the value of their investment in the PureRevenue™ Platform. As a Customer Success Manager, you will own a portfolio of strategic customer relationships, guiding clients through onboarding, adoption, optimization, and long-term success. You'll work closely with Customer Support, Product, Professional Services, Engineering, and Sales to ensure customers achieve measurable business outcomes while identifying opportunities to improve operational efficiency and product adoption. As an AI-native organization, we are looking for someone who embraces emerging technologies and is excited to leverage AI to improve customer experience, automate repetitive tasks, surface insights, and enable more proactive customer engagement.
Requirements
- At least two years of experience in a client facing role in Wealth Management or Financial Services companies
- Demonstrated success managing strategic customer relationships and driving customer adoption.
- Experience partnering with cross-functional teams, including Product, Engineering, Support, and Professional Services.
- Strong communication, relationship-building, and stakeholder management skills.
- Excellent organizational, analytical, and problem-solving abilities.
- Ability to manage multiple customer priorities in a fast-paced environment.
- Passion for delivering exceptional customer experiences.
Nice To Haves
- Experience in Financial Services, Wealth Management, FinTech, or enterprise SaaS.
- Experience using CRM and Customer Success platforms such as Salesforce, Gainsight, HubSpot, or similar.
- Familiarity with customer health scoring, adoption metrics, and SaaS customer lifecycle management.
- Experience working with AI-powered productivity or customer engagement tools.
- Understanding of enterprise software implementations, integrations, or cloud technologies.
Responsibilities
- Build trusted advisor relationships with executive sponsors, business stakeholders, and day-to-day users.
- Develop a deep understanding of each customer's business objectives, operational priorities, and success metrics.
- Drive customer adoption by proactively identifying opportunities to increase product utilization and value realization.
- Conduct regular business reviews focused on customer outcomes, platform adoption, and strategic priorities.
- Develop and execute customer success plans aligned with each client's goals.
- Monitor customer health indicators and proactively address adoption risks before they become issues.
- Act as the primary customer advocate within PureFacts, ensuring customer needs are represented across the organization.
- Partner closely with Customer Support to coordinate issue resolution and ensure a seamless customer experience.
- Coordinate with Professional Services, Product, and Engineering to support implementations, product enhancements, and operational initiatives.
- Guide customers through operational changes, platform updates, and new feature adoption.
- Support customer readiness activities related to updates including releases, integrations, contractual changes, authentication, and platform enhancements or version upgrades.
- Find cross sell or upsell opportunities and partner with sales to qualify, progress and close these opportunities.
- Help customers optimize business processes by sharing best practices and product capabilities.
- Leverage AI-powered tools to improve customer engagement, productivity, and operational efficiency.
- Use AI-generated customer insights, health scores, and adoption analytics to identify opportunities and risks proactively.
- Partner with internal teams to identify opportunities to automate customer workflows and reduce manual effort.
- Contribute to the development and adoption of AI-enabled customer success practices across the organization.
- Stay current on emerging AI capabilities and recommend innovative approaches to improve the customer experience.
- Champion responsible, secure, and practical use of AI in customer interactions.
- Analyze customer health, adoption metrics, support trends, and product usage to identify opportunities for improvement.
- Capture customer feedback and translate it into actionable recommendations for Product and Engineering.
- Identify opportunities to improve customer onboarding, documentation, and operational processes.
- Drive continuous improvement initiatives that increase customer satisfaction, operational efficiency, and scalability.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
