Customer Success Manager

2 months ago

Charlotte, United States DebtBook Full time
About this Role

Our Customer Success Management team is responsible for maintaining positive client relationships that ultimately lead to contract renewal with DebtBook. We're looking for an experienced Customer Success Manager with exceptional communication and relationship building skills to join our growing team. 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.

What You'll Do
  • Own a book of business, and retention of assigned accounts
  • Develop and maintain trusted advisor relationships with your assigned customers, proactively engaging with contacts at each level of the organization throughout every step of the post-sale customer journey.
  • Identify goals and desired outcomes with your customers. Outline a roadmap to achieve those outcomes through deeper adoption of DebtBook as it maps directly to the customers' challenges.
  • Stay abreast of product changes, educate your customers on the value of new functionality and foster adoption of those features.
  • Lead renewal discussions with your book of business and identify opportunities for revenue growth and expansion
  • Actively monitor customer health and create risk mitigation plans with a focus on issue resolution and driving high customer satisfaction.
  • Drive deeper adoption and usage of DebtBook products and provide in depth training to new and existing contacts as necessary
  • Act as the voice of the customer internally, sharing customer feedback with the product team & proactively identify opportunities to solve customer challenges
What You Bring
  • Minimum 2 Years of Customer Success Manager or Account Management experience in a SaaS environment; Fintech experience a plus
  • Excellent customer facing skills: training, coaching, discussion management, conflict resolution and ability to creatively explain and present complex concepts in an easy-to-understand manner
  • Strong negotiation skills, comfortable navigating financial conversations, and dealing with potential churn.
  • Outstanding Presentation and Communication Skills: Must be able to present to various personas and levels within our customer organizations.
  • Experience with industry leading CRM and CSP softwares to drive workflows (e.g. Salesforce, Hubspot,ChurnZero, Gainsight)
  • Excellent organizational and time management skills
  • A passion for technology and how it can transform organizations
  • Comfort in a fast moving startup environment with shifting business demands
This is a hybrid role with the requirement of 3-4 days in our Charlotte office each week.

Why DebtBook

Proud to be named one of the "Best Places to Work" by Charlotte's Business Journal, DebtBook is a fast-growing company where we dream big, move fast, make an impact, and bring joy to everything we do. Our core values drive our success as an organization, and we are looking for talented teammates who share our passion for challenging the status quo, innovating in all we do, and wanting to make a difference.

When it comes to benefits and perks, we are committed to supporting our employees' well-being to make their lives better, both in and out of the office. We offer:
  • 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%)
  • Flexible work schedules and generous leave policies (including unlimited PTO)
  • Professional development opportunities and tuition reimbursement
  • Family and wellness perks

DebtBook is an Equal Opportunity Employer. We value diversity and prohibit discrimination and unlawful harassment in the workplace. All applicants will receive consideration for employment based upon their qualifications without regard to race, religion, color, national origin, ethnicity, gender, gender identity or expression, pregnancy, sexual orientation, age, marital status, genetic information, political affiliation, National Guard or veteran status, disability, or any other protected status under federal, state, or local law. We welcome and encourage applicants with disabilities to contact our team for assistance during the application and hiring process. We are committed to expanding accessibility and making reasonable accommodations in accordance with applicable law.

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