Customer Success Manager

3 days ago


Bloomington, Illinois, United States Capital One Full time
Customer Success Manager

At Capital One, we're building a leading information-based technology company. We think big and do big things. Our innovations impact tens of millions of consumers, but we have the passion and heart of a small startup.

We're seeking a customer-centric, energetic, and highly-motivated individual to join our Customer Success Team as a Customer Success Manager (CSM). The Customer Success team will provide an effective model for onboarding, supporting, and building valuable relationships with business customers as they adopt our technology products.

Key responsibilities include:

  • Cultivating trust and building relationships with business customers.
  • Helping customers identify, document, measure, and achieve their desired business outcomes.
  • Creating Customer Success plans and conducting periodic business reviews and check-ins with customers to ensure business success and to align on ways to drive more value together.
  • Effectively advocating and representing the voice of business customers to influence organizational objectives, product roadmaps, and the overall customer experience.
  • Managing customer activity, identifying risk and growth opportunities, and partnering with internal teams to mitigate risks or close opportunities.
  • Delivering regular business reports that provide qualitative and quantitative descriptions of business performance.
  • Managing key processes including FAQ analysis, support case reviews, and customer feedback analysis.
  • Developing and maintaining technical support procedures and policies.
  • Serving as a knowledge resource and escalation point for coworkers and customers.
  • Building credibility and trust within the team and with our business customers and stakeholders.

Basic qualifications include:

  • Bachelor's Degree or military experience.
  • At least 3 years experience in a customer-facing role in an organizational or entrepreneurial context.
  • At least 2 years experience working with cross-functional teams.

Preferred qualifications include:

  • Master's degree in business, business management, or other related field.
  • 5+ years experience developing, marketing, selling, or supporting a client-facing technical product or service at scale.
  • 2+ years experience working with senior and executive level customer contacts.
  • Strong written and oral communication skills.
  • Demonstrable analytical thinking and business insight.
  • Demonstrated ability for relationship building and management.
  • AWS Certified Cloud Practitioner.
  • Snowflake Certified SnowPro Core.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial, and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.



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