Customer Success Manager

1 week ago

New York, United States Rho Full time
About Us

Rho is on a mission to make finance frictionless for business. Our team and technology power high-performing companies with an end-to-end finance platform that seamlessly enables teams to safely conduct and manage company cash and spending across commercial-grade banking, corporate cards, A/P and more.

About the Role

We're looking for an expert Customer Success Manager to manage a portfolio of our largest B2B relationships. You will work with your peers on the Customer Success team and your Manager to develop and execute repeatable tactics for onboarding and managing ongoing relationships with the businesses in your portfolio. Your north star is to drive Rho product adoption for your clients at scale, allowing you to grow your customers' revenue and maintain high retention. In this role, you will work highly collaboratively with your teammates on the Success team and cross-functionally with the Product and Customer Service teams.

Responsibilities
  • Manage, retain, and expand existing client relationships in our middle-market and commercial segments.
  • Strategically collaborate with the Account Executive Team(Sales) to efficiently and effectively hand off and onboard new clients.
  • Build and nurture relationships with key accounts to understand and address their business needs, priorities, goals, and challenges to maximize client adoption of Rho's entire product suite and services.
  • Guide senior customer stakeholders through the changes needed to unlock Rho's full value, providing guidance to help them design the optimal enablement and adoption strategy to maximize their business value.
  • Track and report key account metrics, such as revenue growth, retention, and customer satisfaction.
  • Identify upsell opportunities and deliver consultative value.
Key attributes
  • Self-motivated with impeccable interpersonal and communication skills.
  • Bias for action, enthusiasm about technology and fintech, comfort with ambiguity, and high speed.
  • A high degree of comfort with drawing insights from analytics reports.
  • A valued team member who upholds Rho's mission and professional values.
Qualifications
  • 5+ years of professional experience in a client-facing Customer Success role
  • Has experience managing large-scale implementations with 50+ users
  • Strong written and verbal communication skills
  • A track record of managing a large portfolio of clients efficiently and at scale
  • Prior experience with technology/software products
  • BA degree or higher
  • Prior background in accounting, finance, cards, or payment isn't required but preferred
Interview Process
  • Stage 1: Interview with Recruiting - 30-minute video interview
  • Stage 2: Hiring Manager Interview - 30-minute video interview
  • Stage 3: On-site interviews - In-person interviews with members of the Client Success team and cross-functional teams
  • Stage 4: Final interview with our Chief Revenue Officer - 30-minute video interview

Our people are our most valuable asset. This role is based out of our New York City office and the base salary is$116,000 with an OTE of $145,000. Base salary may vary depending on relevant experience, skills, geographic location, and business needs. In addition to base pay, Rho offers equity, healthcare benefits and paid time off.

Diversity is a core value at Rho. We're passionate about building and sustaining an inclusive and equitable environment for all those involved with our mission, including employees, contractors, candidates, customers and vendors. We believe every member of the Rho community enriches our ability to provide a broad range of ways to understand and engage with the market, identify problems, and drive solutions that align with our mission. We welcome all qualified applications and support each of our Rho'ers with ongoing professional growth opportunities.

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