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Summary:
- Modern Treasury is an operating system for money movement, offering a payment operations platform that combines APIs and dashboards to help companies improve payments, strengthen customer experiences, and drive efficiency.
- The Customer Success Manager will play a critical role in customer success by driving adoption, retention, and providing feedback to the Product and Engineering teams.
- This role involves managing customer onboarding, technical product training, quarterly business reviews, and facilitating upsells, cross-sells, and renewals.
- The Customer Success Manager will work cross-functionally with various teams like Bank Implementations, Solutions Architecture, Technical Support, Product, and Engineering.
Responsibilities:
- Manage all post-sale activities including customer onboarding, fielding technical questions, and consulting on product strategies.
- Lead product training demos and host bi-weekly check-in calls and quarterly business reviews with customers.
- Drive customer adoption and retention, monitoring usage on a monthly cadence.
- Collaborate with Sales on upsells, cross-sells, and renewals.
- Provide the voice of the customer, offering feedback to inform product roadmap.
- Maintain customer information in CRM (Salesforce) and share monthly updates with the company.
- Work cross-functionally with teams like Bank Implementations, Solutions Architecture, Technical Support, Product, and Engineering.
- Manage day-to-day support activity and assist with escalations as needed.
- Share product and customer knowledge across the team and within the Customer Success organization.
Requirements:
- 5+ years of experience in a customer-facing role at B2B SaaS companies, preferably supporting technical products.
- BA or BS degree required.
- Strong written and verbal communication skills with organizational skills.
- Ability to present to an audience, lead product training, and host in-person business reviews.
- Proven experience in managing multiple projects, process documentation, training, and change management.
- Knowledge of finance or accounting is a plus.
Benefits:
- Generous benefits including equity offerings.
- Health, dental, and vision insurance.
- Paid time off.
- Opportunity for growth in a value-driven company.
- Unique exposure to customers, products, and team collaboration.
