Customer Success Manager

6 days ago

Austin, Texas, United States Mesh Payments Full time
About the Role

We are seeking a highly motivated Customer Success Manager to join our growing Customer Success Department in Austin, TX. As a key member of our team, you will be responsible for scaling the adoption of our platform, Mesh Payments. Your focus will be onboarding customers, identifying and converting growth opportunities, and facilitating the growth of customer accounts throughout the customer lifecycle.

Key Responsibilities
  • Manage all post-sales activity for Mid-Market and Enterprise customers through strong relationship-building, product knowledge, planning, and execution.
  • Develop trusted advisor relationships with clients (from program administrators to the C-suite) to ensure that implementation goals are aligned and clients realize the value of partnering with Mesh Payments to manage their expenses, corporate credit cards, and T&E.
  • Identify and execute against opportunities for account expansion - including new spend categories, subsidiaries, products, and use cases.
  • Own client retention and penetration of adjacent products.
  • Utilize SalesForce to track, log, and manage your assigned accounts.
  • Identify and confirm the customer's needs and motivations for using Mesh Payments.
  • Design an appropriate growth strategy that maximizes the customer spending potential on the platform.
  • Lead onboarding meetings with new customers, which are 45-min calls to understand customers' needs, train new clients on the ins and outs of our platform, and discover the opportunities to grow the account.
  • Onboard new customers and set them up for success; while doing that, you continuously work to test and improve the onboarding experience.
  • Act as liaison between the Operations, Product, and the Customer to gain insights on improving the customer experience and product usages to help drive system and process improvements.
  • Proactively communicate with the customer regarding new features and improvements to Mesh Payments' platform.
  • Work closely with our sales team to understand customer motivation and create a tailored growth plan for each account.
Requirements
  • 2-4 years of experience in a customer success or account management position within a rapidly growing SaaS or travel company - ideal.
  • 1-3 years of relevant work experience in one or more of the following: Payment Processing Systems, Technology Consulting, and Enterprise Software.
  • Experience working in the Fintech industry - an advantage.
  • Prior sales experience is preferred but not required.
  • Ability to think independently and strategically to develop sales development strategies and tactics.
  • A high sense of urgency that can adapt and pivot in every conversation.
  • The skills to passionately and clearly articulate the value of Mesh Payments.
  • A team-player attitude with a desire to improve internal processes beyond your day-to-day tasks.
  • A willingness to learn, grow, and get in on the ground floor of a unicorn startup while launching your career in sales.
  • Ability to influence at the executive level by focusing on long-term value realization.
What We Offer
  • Unlimited growth opportunities.
  • Full benefits (health, dental, vision).
  • Disability & Life Insurance.
  • Flexible Spending Account (FSA).
  • Hybrid working schedule.
  • Unlimited PTO policy.

We are an equal opportunity employer and prioritize building a diverse and inclusive workplace. We provide equal employment opportunities to all employees and applicants of any type and do not discriminate based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity, and expression, veteran status, or other non-job-related characteristics or other prohibited grounds specified in applicable federal, state, and local laws. Mesh Payments' policy is to comply with all applicable laws related to nondiscrimination and equal opportunity and will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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