Senior Customer Success Manager

The Senior Customer Success Manager (CSM) role will own and deepen the client relationship with our top tier accounts, be responsible for retention metrics such as NRR of their portfolio, proactively advise our clients on FinQuery as an expert, and identify and execute on expansion opportunities. During the customer onboarding process, you will build relationships with your assigned customers, remove roadblocks, and work with them on strategy as they complete their journey through implementation with Professional Services. Post go-live, you will own the relationship with the customer during their tenure with FinQuery to ensure that they are using FinQuery products well. You will also grow their usage with FinQuery, and expand our footprint. Client Onboarding: Work with sales and implementation teams to ensure a smooth transition from the presale state to the post-sale customer success stage. Proactive Communication and Documentation: Conduct regular proactive calls and account review meetings; utilizing CRM to maintain an accurate record of discussion and action items. Customer Retention: Oversee health metrics such as NPS and churn scores, and take corrective action, when necessary, to mitigate churn risk as well as identifying and coaching team members on new methods of health monitoring and risk mitigation. Expansion Opportunities: Identify methods and opportunities within your book of business to expand customer’s use of the FinQuery platform and tools. Serve as a mentor within the team, sharing best practices in objection handling, negotiation, and revenue growth strategies. Customer Outcomes: Work with the customer to build individualized Success Plans, establishing critical goals, desired business outcomes, or other key performance indicators and aid the customer in achieving long and short-term goals. Customer Feedback: Represent the voice of the customer to inform product roadmaps by collecting, analyzing, and disseminating customer feedback and product requirements to system improvements.