We’re looking for an experienced Customer Success Manager (CSM) to structure and deliver success for our customers, helping them set goals, maximize usage, and achieve desired outcomes for their businesses and clients.
As a foundational member of an early-stage startup, you want to take initiative, tackle new obstacles and solve problems we have not encountered before. Each problem you solve will leave a mark, shaping the future of our sales strategy. The Customer Success Manager (CSM) is a vital, customer facing role within the team, ultimately owning the customer relationship and designing the account strategy.
You will be responsible for renewing and expanding customer accounts, serving as each customer’s main point of contact and liaising with StratiFi’s sales and product teams to ensure success. This is a revenue-driving role.
Motivation and Experience For An Early Stage Startup:
You have an innate drive to be successful. You don’t shy away from even the most challenging problems and are relentless in always looking for better solutions
Passion to build a great product that impacts the way people invest
5+ years of work experience
Prior work experience at a notable start up and/or software company in customer success
Able to thrive in a small team with a highly dynamic work environment, switching rapidly from strategy to execution
Highly motivated, self-directed, team player
Keen interest in FinTech
You have a background in data analytics or quantitative finance or wealth management
You have outstanding verbal and written communication skills
You have an analytical background and an entrepreneurial mindset
You have worked in customer success or sales or management consulting or product expert roles
You can naturally switch between detail-oriented execution, communication with all involved parties, and prioritization based on added value
Ability to build long-lasting relationships with senior executives and functional managers, acting as a trusted outside resource for problem structuring
Exceptional analytical problem-solving skills, with the ability to understand technical details while staying focused on business objectives
Process-oriented mindset, identifying recurring patterns and capitalizing on them by improving the ongoing process
Ownership mindset demonstrating drive, initiative, energy and a sense of urgency
Lead implementation, training, and onboarding for new customers working closely with the engineering and product teams. You will identify valuable short and medium-term objectives for the customer and deliver against them
Be our product expert for the customers and partners. You do the things that don’t scale in the early stages of the company’s growth and work with the engineering team to find a scalable solution as the company grows
Engage closely with the Product Champion(s) and Executive Sponsor(s) at each customer, as well as other strategic leaders that influence their decision to increase usage and retention
Develop and deliver customized messaging and training content for each customer during and after implementations
Identify and pursue expansion opportunities and partner with Sales to successfully close such opportunities
Identify key customer advocates that can act as a marketing channel through case studies, speaking opportunities, references, etc.
Monitor and achieve group KPIs including but not limited to: renewal %, upsell % and monthly active usage metrics
Meaningful equity in an early-stage, disruptive startup
Health, dental, and vision benefits
Meals at the office
Flexible and generous vacation policy
New Macbook Pro and display, and whatever else you need