Customer Success Manager, Platforms

United States Digital Space LLC; Chicago (IL); On-site; USD 120,000 - 160,000; Full time

Job summary

United States Digital Space LLC is seeking an experienced Customer Success Manager to manage a portfolio of platform customers. You will deliver proactive workshops, business reviews, and payments insights to help users grow their business.

The ideal candidate is analytical and meticulous, with strong skills in navigating post-sale engagements and collaborative work with sales, TAMs, and operations teams to extend value and retention.

Qualifications

• 10+ years of experience in a client-facing role in enterprise relationship management
• Marketplace and/or SaaS platform experience
• 3+ years of experience with consumption-based SaaS products
• Strong business sense and understanding of underlying drivers of user’s businesses
• Track record of leading technical conversations and persuading action based on requirements
• Strong analytical skills

Responsibilities

• Partner closely with account executives and technical account managers to support post-sale engagements focused on the optimization, retention, and growth of the company’s platform customers
• Manage a book of customers to drive overall account health including performance, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction
• Serve as a trusted payments and product advisor to managed customers by delivering payment performance and industry insights
• Perform business reviews to align on user priorities, review payments performance metrics, share the company product roadmap and provide guidance on how to optimize the value from the company
• Advocate for the customer to internal stakeholders. Share customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the company user experience
• In coordination with an account team, support book expansion—identifying and surfacing opportunities to ensure customers are successful.

Job description

Who we are About the company

the company is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use the company to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About the team

the company’s Customer Success Managers (CSM) oversee the post-sales lifecycle for the company users, ensuring they realize the maximum value of their investment. This partnership drives user success, increases retention and expansion, and supports mutually beneficial renewal outcomes. Few roles provide such a direct impact on the growth of the company.

What you’ll do

We are looking for a motivated and curious professional to manage a book of Platform customers. The CSM will deliver proactive workshops, business reviews, payments insights, and thought leadership to help users grow their business.

The ideal candidate is analytical and meticulous, and enjoys engaging customers to investigate issues and deliver insights. This role involves working closely with sales, technical account managers, and operations teams to engage customers in product, payment, and technical conversations.

Responsibilities

• Partner closely with account executives and technical account managers to support post-sale engagements focused on the optimization, retention, and growth of the company’s platform customers
• Manage a book of customers to drive overall account health including performance, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction
• Serve as a trusted payments and product advisor to managed customers by delivering payment performance and industry insights
• Perform business reviews to align on user priorities, review payments performance metrics, share the company product roadmap and provide guidance on how to optimize the value from the company
• Advocate for the customer to internal stakeholders. Share customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the the company user experience
• In coordination with an account team, support book expansion—identifying and surfacing opportunities to ensure customers are successful.

Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

• 10+ years of experience in a client-facing role in Enterprise relationship management, partnering with large, global, and complex organizations, preferably working with a technical product
• Marketplace and/or SaaS Platform experience
• 3+ years of experience with consumption-based SaaS products (not license/seat)
• Strong business sense and understanding of underlying drivers and strategy of our user’s businesses
• Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions
• Strong analytical skills

Preferred requirements

• Deep expertise in FinTech
• Experience in embedded payments