Senior Customer Success Manager

DebtBook • Charlotte, NC

1d

About The Position

DebtBook is an industry-leading fintech software platform that revolutionizes the way local governments, higher education, healthcare organizations and their finance teams work. Our powerful, cloud-based software helps these organizations manage all aspects of their debt, leases, and subscriptions, streamline financial reporting, and share information simply with others.
About this Role
We're looking for a candidate with treasury or governmental finance experience who can be a consultative partner to our enterprise level treasury customers as a Sr. Customer Success Manager. If this is you and you bring exceptional project management, 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

• 2+ years of experience in a public finance-related or treasury-related role
• 4+ years of relevant work experience in industry or fintech SaaS
• 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 treasury customers across the enterprise segment
• Ensure a seamless implementation experience by acting as a strong project manager, working to ensure value is delivered and keeping multiple stakeholders aligned through the data implementation, platform configuration, and value-driven training
• 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
• Maintain a strong understanding of customer organization, including key stakeholders, and individual value drivers to maintain account health and identify needs
• 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 4% employer match
• Flexible work schedules and generous leave policies (including unlimited PTO)
• Professional development opportunities
• Family and wellness perks
• Monthly get-togethers
• Top-of-the-line equipment, and a newly furnished office

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed