Customer Success Manager

Automated Systems•Lincoln, NE

17d

About The Position

The Customer Success Manager (CSM) is responsible for shaping and executing the organization's customer experience strategy. This role ensures a seamless experience across all stages of the customer journey, driving satisfaction, retention, and growth. Acting as the champion of a customer-centric culture, the CSM influences how clients perceive the company while fostering efficiency, profitability, and long-term relationships.

Requirements

Bachelor's degree in Business, Finance, Economics, or related field preferred; equivalent experience considered.
3-5 years of supervisory experience in customer success, client services, or account management.
Minimum 2 years of customer-facing experience in banking or financial technology preferred.
Proficiency in tracking and interpreting customer success metrics (NPS, CSAT, first-call resolution).
Strong leadership and team-building skills with a focus on coaching and development.
Analytical mindset with strong decision-making capabilities.
Experience with helpdesk systems, reporting tools, and CRM software.
Excellent verbal and written communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Passionate about delivering superior customer service.
Highly organized, dependable, and results-oriented.
Empathetic and skilled at building rapport with clients and internal teams.

Responsibilities

Provide daily oversight, guidance, and support to the Client Services team.
Serve as a hands-on leader, assisting with complex client issues and promoting a culture of accountability, coaching, and continuous improvement.
Develop and manage frameworks for tracking KPIs such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and retention rates.
Analyze data trends to identify opportunities for improvement and implement strategies that enhance customer outcomes.
Define and monitor key performance indicators including ticket resolution time, escalation rates, and customer feedback.
Prepare and present actionable performance reports to senior leadership.
Evaluate existing workflows and implement improvements to increase efficiency and consistency.
Deliver targeted training on communication, issue resolution, and product knowledge to strengthen team capabilities.
Act as the primary point of contact for strategic or high-value clients, ensuring alignment between software functionality and client business objectives.
Build strong relationships that drive customer satisfaction and loyalty.
Partner with Development, Conversions, and Quality Assurance teams to resolve escalated issues promptly and professionally.
Advocate for customer needs in product development and strategic planning.
Monitor support trends and proactively implement solutions to recurring issues.
Recommend process changes, training initiatives, or product enhancements to reduce support volume and improve outcomes.
Champion the voice of the customer within the organization, influencing product, process, and policy improvements.
Represent customer perspectives in strategic initiatives.
Demonstrate comfort with learning and navigating multiple software platforms, systems and tools used across a diverse product suite.
Support leadership initiatives and participate in special projects as needed.
Lead by example in delivering exceptional customer service and professional communication.
Foster a team culture of ownership, responsiveness, and collaboration.
Maintain deep knowledge of the company's banking software products and services.
Hold team members accountable for performance goals and align objectives with organizational priorities.