Senior Customer Success Manager

DebtBook • Charlotte, NC

14d

About The Position

We're looking for a candidate with treasury or governmental accounting experience who can be a consultative partner to our enterprise-level treasury customers as the Sr. Customer Success Manager. If this is you and you bring exceptional communication and relationship building skills please apply to join our growing team! Our Customer Success Management team is responsible for managing implementation projects to set customers up for success and for maintaining those positive customer relationships that ultimately lead to contract renewal with DebtBook. You will be responsible for engaging DebtBook customers at all levels of their organization in an effort to promote adoption and full utilization of the DebtBook suite of products.

Requirements

• 1-2 years of experience in a public finance-related role
• 4+ years of relevant experience
• Accounting or finance background required
• Strong communication skills to reach out to customers on the phone and via email to build trust, and ensure value delivery.
• Self motivated, with strong project management and organizational skills
• Proficient in all Microsoft Excel, including formulas and functions
• Strong desire to work with customers to demonstrate the value of the DebtBook application.
• Willingness and ability to become a product expert on all areas of the application.
• A passion for technology and how it can transform organizations
• Comfort in a fast moving startup environment with shifting business demands

Responsibilities

• Manage a book of business- primarily governmental customers across the enterprise segment
• Ensure a seamless implementation experience by facilitating the transfer of customer data, provisioning accounts, and overseeing setup processes for new and existing customers
• Reach out to customers by phone and email throughout the customer lifecycle and ensure appropriate engagement
• Educate customers on the value of new functionality and foster feature adoption
• Meet with customers before their renewal period to understand and address their needs, concerns, and goals
• Partner with the account management team to optimize retention efforts and identify opportunities for expansion
• Act as the voice of the customer internally, sharing customer feedback with the product team
• Identify signs of potential churn or dissatisfaction and collaborate on strategies to mitigate risks
• Ensure customer concerns are addressed promptly to maintain satisfaction
• Assist in updating and managing resource guides to ensure user understanding and adoption
• Take ownership over the implementation process, drive efficiencies, and continuously improve the overall customer onboarding experience

Benefits

• Competitive salaries plus equity (stock options) for all employees
• Comprehensive health, dental, and vision insurance, 401(k) with employer match (100% match on the first 3% and 50% match on the next 2%)
• Generous leave policies (including unlimited PTO)
• Professional development opportunities and tuition reimbursement
• Family and wellness perks

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees