Customer Success Manager

SWBC

Grand Rapids (MI)

On-site

USD 89,000 - 134,000

Full time

3 days ago

Be an early applicant

Get more replies from employers

Send a job-specific resume in minutes.

Benefits offered by this job

Competitive compensation package

Work/Life balance

Engagement rewards

Years of Service awards

Career growth opportunities

Mentor program

Continuing education and certs

Healthcare coverage options

401(k) plans

Wellness program

Job summary

SWIVEL is seeking a Customer Success Manager to report to the Director of Customer Success. The CSM will ensure customers achieve desired outcomes while using SWIVEL’s solutions, collaborating with Product and Sales teams to drive adoption and expansion.

The CSM will monitor health metrics, build success plans, and reduce implementation risk, enabling renewal and long-term satisfaction across the customer base in a dynamic SaaS environment.

Qualifications

Bachelor’s degree in Business with a concentration in Business Administration, Management, Marketing, or Finance from an accredited college or university.
Minimum of five (5) years of customer service and satisfaction in financial services.
Minimum of three (3) years in Customer Success Management, Account Management, or Sales with a track record of retaining clients and contributing to sales growth.
Proficient knowledge of business processes, applicable laws, and regulations.
Working knowledge of SaaS ecosystem.
Proficient knowledge of CRM software utilization.

Responsibilities

Serves as a key member of customer-facing teams and supports sales and new business growth.
Monitors customer health metrics, addresses risks, and implements strategies to prevent churn.
Builds customer success plans with goals to help customers meet objectives.
Partners with accounts teams to uncover cross-selling and product adoption opportunities.
Advocates customer needs to cross-functional teams and manages customer concerns.
Identifies dissatisfaction risk and collaborates to renew contracts and maintain satisfaction.
Uses Salesforce, Omni Analytics, and other tools for data-driven insights and growth.
Creates data-supported business reviews and reports and presents recommendations to senior leadership.

Skills

Customer focus

Interpersonal skills

Collaboration

Data analysis

Communication skills

CRM knowledge

SaaS knowledge

Education

Bachelor's degree in Business or related field

Tools

Salesforce

Microsoft Office

Job description

SWIVEL is seeking a talented Customer Success Manager to report to the Director of Customer Success. A CSM will play a vital role in ensuring customers achieve their desired outcomes while using SWIVEL’s solutions. CSMs should be customer-focused and aim for mutually beneficial outcomes within the partnership. Working collaboratively with Product Teams and the Sales team, the CSM will be responsible for increasing solution utilization, reducing implementation risk, and identifying opportunities for business expansion.

Why You'll Love This Role

As a Customer Success Manager (CSM), you will be an essential part of Software as a Service (SaaS) company in today’s climate. You will be responsible for developing and strengthening relationships with customers within your designated territory. You will have the autonomy to create opportunity in increasing adoption and work alongside Regional Vice Presidents and Account Managers to earn new business.

Essential Duties Include The Following

Serves as a key member of customer-facing teams and is expected to leverage their extensive knowledge of SWIVEL solutions to support sales and new business growth.
Monitors customer health metrics, proactively addresses risks, and implements strategies to prevent churn and ensure long-term retention.
Works with customers to build customer success plans, establishing critical goals, to help customers reach their organizational goals and objectives.
Partners with accounts teams (Account VPs and Account Managers) to uncover cross-selling and product adoption opportunities.
Advocates customer needs to cross-functional teams, to include the Director of Customer Success, Marketing, Product, Quality Assurance, Implementations, and Support, and manage customer concerns.
Identifies dissatisfaction risk and collaborates with internal teams to remediate and ensure renewal of contract and high level of customer satisfaction.
Leverages Salesforce, Omni Analytics, and other internal tools for data-driven insights and opportunities for customer relationship growth.
Creates and delivers data-supported business reviews and reports to highlight customer utilization and provide ongoing recommendations for further optimization. Reports on trends associated with customer engagement and presents recommended methodologies to senior leadership.
Drives operational excellence by creating scalable processes, playbooks, and workflows that will define the future of our Customer Success organization.
Supports the Implementations team for client onboarding readiness, ensuring teams and clients are prepared for success.
Takes initiative to build structure where none exists, laying the foundation for sustainable growth and scalable team success.
Serves as a senior role on the team, bringing industry experience and mentorship of associate-level team members.
Stays ahead of industry trends, compliance, and payment systems to provide informed guidance to customers and field teams.

Serious Candidates Will Possess The Minimum Qualifications

Bachelor’s degree in Business with a concentration in Business Administration, Business Management, Marketing, and or Finance field of study from an accredited college or university.
Minimum of five (5) years of customer service and satisfaction in financial services.
Great interpersonal skills, bring a positive attitude, and effectively collaborate with others within the organization.
Minimum of three (3) years in Customer Success Management, Account Management, or Sales, and a strong track record of retaining existing clients and contributing to the sales growth within the organization.
Proficient knowledge of business processes, applicable laws, and regulations.
Working knowledge of SaaS ecosystem.
Proficient knowledge of CRM software utilization.
Advanced organizational, planning, and multi-tasking skills.
Advanced collecting and analyzing data skills.
Advanced negotiation skills.
Advanced managing priorities and deadlines and problem-solving skills.
Able to communicate and interact effectively in verbal and written communication.
Able to work collaboratively and build relationships.
Able to analyze, organize and prioritize work.
Able to be adaptable.
Proficient Microsoft Office skills, including Outlook, Word, and Excel.
Able to use basic office equipment, including copy machine, personal computer, and fax.
Able to type 35 WPM.
Sit for long periods of time performing sedentary activities.
Push, pull, and lift up to 20 lbs. of files, supplies, documents, or other related items.

Compensation

At SWBC, our pay structure is based upon the market data for each role and we have established compensation ranges to ensure that we remain competitive. Any offer of employment is based upon individual experience, market data, and geographic location for each role. This role may be eligible for additional incentive compensation in the form of either commission or performance bonus.

The Base Salary Range For This Position Is

$89,252.80 - $133,879.20

SWBC offers*