Customer Success Manager II

Clearcapital; United States; On-site; USD 65,500 - 92,000; Full time

Benefits offered by this job

Company profit-sharing bonus program

Comprehensive medical, dental, and VSP

401(k) retirement plan with employer/

PTO and paid holidays

Wellness programs

Short-term disability coverage

HDHP health savings account with plan

Job summary

Clear Capital is seeking a Customer Success Manager II to own Core Account Customer Success and Sentiment, retaining revenue and supporting growth. You will review issues, educate customers, and align internal teams to ensure accountability and success.

You will analyze high-touch accounts, streamline processes, and identify efficiencies across operations, quality, and support to improve customer experience and financial health.

Qualifications

• Excellent organization and follow-through to manage top accounts.
• Ability to work independently and set priorities.
• Strong communication across listening, speaking and writing.
• Analytical data skills to identify trends.
• Willingness to travel to build relationships.
• Proactive in identifying process improvements.
• Experience with project management and cross-functional collaboration.

Responsibilities

• Proactively manage understanding your customer’s organization and value received for top 20 accounts.
• Develop deep knowledge of Clear Capital’s product, process and performance.
• Drill down to root cause on issues and partner with internal teams for resolution.
• Escalate or de-escalate issues with good judgement.
• Navigate investigations of data to drive escalation decisions.
• Identify growth opportunities and partner with sales.
• Project manage alignments internally and validate success.
• Streamline high-touch, low-volume accounts to improve efficiency and margin.

Skills

Strong organization

Time management

Independent work

Communication skills

Data analysis

Process improvements

Willing to travel

Project management

Effective communication

Strategic partnerships

Problem solving

Prioritization

Relationship building

Job description

The Customer Success Manager II is the owner of Core Account Customer Success and Sentiment. You will own servicing accounts to retain revenue and support good performance for future growth potential. You are responsible for reviewing customer issues and building confidence with the customer where possible on education issues or disseminating the vision of customer success and opportunity across internal stakeholders and ensuring accountability to that success. You will analyze accounts that have customized, high‑touch processes and work to streamline to standardized process. Where a customized process is necessary, you’ll look to identify efficiencies across operations, quality and support teams while improving the customer experience and financial health of the account. You will assist the Customer Success Managers as needed for out‑of‑office coverage and project‑related support. You will take on special projects related to customer success as needed.

Responsibilities

• Proactively manage understanding your customer’s organization, value received from our services, their key players, expectations, hot buttons, workflow and technology for your top 20 accounts.
• Develop deep knowledge of Clear Capital’s product, process and performance so you can add value in discussions with customers.
• Drill down to root cause on customer issues and partner with internal teams to find the right path to resolution.
• Work in gray areas with good judgement calls on when to elevate (raise the flag internally) or de‑escalate potential customer issues (lower the flag directly with the customer).
• Navigate high level investigations of data or files to drive escalation or de‑escalation.
• Identify growth opportunities and partner with sales to realize the opportunity.
• Project manage and validate success for any necessary account alignment internally.
• Revenue and Margin Management – find opportunities to streamline process to make high‑touch, low‑volume accounts more efficient.

Top 20 Accounts Responsibilities

• Retain and identify revenue growth potential by understanding drivers and proactively managing.
• Monitor monthly revenue and engage customers to thank them for increases or inquire about declines to identify requirements to win it back.
• Monitor and manage healthy customer gross margins through review, education and outreach on internal practices as well as contract and pricing negotiation.

Qualifications

• Strong organization, follow through and follow up.
• Self‑driven time management.
• Ability to work independently and set or reset priorities.
• Strong communication skills across listening, speaking and writing.
• Ability to pull down and analyze data at a high level for turnaround and quality trends.
• Find process improvements and efficiencies.
• Willingness to travel as needed to build relationships.
• Strong project management skills and organization.
• Enthusiastic, clear and effective communication style.
• Cross‑organizational strategic partnership development.
• Creatively clear roadblocks.
• Ability to fiercely prioritize.
• Effective relationship building with internal partners and customers.

Compensation and Benefits

• Base salary: $65,500 to $92,000 annually, depending on location, experience, and qualifications.
• Additional compensation: company profit‑sharing bonus program, communication stipends, and referral bonuses.
• Benefits:
  • Comprehensive medical, dental, and company‑paid vision insurance.
  • 401(k) retirement plan with employer match.
  • Voluntary life and AD&D insurance options.
  • Voluntary supplemental insurances for accident, critical illness, and legal services.
  • Paid time off (PTO) and paid holidays.
  • Employee assistance and wellness programs.
  • Company‑paid short‑term disability coverage.
  • Company contributions to health saving funds (with participation in the high deductible health plan).
  • Company‑paid access to Galileo for virtual primary care and Rula for virtual mental health resources.