Customer Success Manager

SWIVEL; Grand Rapids (MI); On-site; USD 70,000 - 100,000; Full time

Job summary

SWIVEL is seeking a results-driven Customer Success Manager to drive adoption, renewals, and expansion within a designated territory. You will partner with Product, Sales, and Implementations to ensure customers achieve their objectives using SWIVEL’s SaaS solutions.

The role emphasizes data-driven decision making, health metrics monitoring, and scalable processes. You will mentor junior team members and help shape the future of the Customer Success organization.

Qualifications

• Bachelor’s degree in Business or related field from an accredited college.
• Minimum 5 years of customer service in financial services.
• At least 3 years in Customer Success, Account Management, or Sales with retention success.
• Proficient knowledge of business processes, laws, and regulations.
• Working knowledge of SaaS ecosystem.
• Proficient in CRM software.
• Advanced organizational and multi-tasking skills.
• Strong data analysis skills.
• Excellent negotiation skills.
• Strong communication and collaboration abilities.
• Ability to adapt and prioritize work.
• MS Office proficiency (Outlook, Word, Excel).

Responsibilities

• Serve as a key member of customer-facing teams to support sales and new business growth.
• Monitor customer health metrics, address risks, and reduce churn.
• Develop customer success plans and set goals with clients.
• Collaborate with Accounts teams to uncover cross-selling opportunities.
• Advocate customer needs to cross-functional teams and manage concerns.
• Identify dissatisfaction risk and remediate with internal teams to secure renewals.
• Utilize Salesforce, Omni Analytics, and other tools for data-driven insights.
• Create and deliver data-supported business reviews and reports.
• Drive scalable CS processes, playbooks, and workflows.
• Support implementations onboarding readiness and success.
• Mentor associate-level team members and lead by example.

Skills

Customer service

Account management

Cross-functional collaboration

CRM software

SaaS ecosystem

Data analysis

Negotiation

Communication

Time management

Mentorship

Education

Bachelor’s degree in Business Administration/Management/Marketing/Finance

Tools

Salesforce

Omni Analytics

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.

SWIVEL offers*:

• Competitive overall compensation package
• Work/Life balance
• Employee engagement activities and recognition awards
• Years of Service awards
• Career enhancement and growth opportunities
• Leadership Academy and Mentor Program
• Continuing education and career certifications
• Variety of healthcare coverage options
• Traditional and Roth 401(k) retirement plans
• Lucrative Wellness Program
• Based upon employee eligibility

Additional Information

SWIVEL is a Substance-Free Workplace and requires pre-employment drug testing.

Please note, SWIVEL does not hire tobacco users as allowed by law.