Remote FinTech Customer Success Lead

MarketStar; Oregon; Hybride; USD 60 000 - 80 000; Plein temps

Avantages offerts par ce poste

Structured learning programs

Mental health program

Generous PTO

Paid medical leave

Dependent care reimbursement

Education reimbursement

401k match

Healthcare coverage

Résumé du poste

MarketStar is seeking a Customer Success Manager to manage a mid-market book of business in a US-based remote role. You will drive adoption of payment processing tools, align with customer objectives, and lead renewal readiness plus expansion opportunities.

You will work with SaaS or financial software customers, orchestrating cross-functional buyer experiences and ensuring long-term value and low churn. Strong communication, negotiation, and data analysis are essential.

Qualifications

• Experience with payment processing or financial/payment products.
• 2+ years managing a mid-market book of business.
• Strong understanding of the post-sales customer journey.
• Ability to orchestrate complex buyer experiences and drive long-term value.
• Strong negotiation and communication skills.
• Experience with Salesforce, Gainsight, or other CS platforms.
• Familiarity with onboarding and implementation processes for new solutions.
• Understanding ROI realization in subscription models.

Responsabilités

• Manage customer relationships via a dedicated book of business, owning overall success and long-term satisfaction.
• Build relationships with key decision-makers and stakeholders across multiple teams to understand issues and offer solutions.
• Drive adoption of products and services through proactive engagements, training, and support.
• Implement carefully timed, personalized playbooks triggered by customer activities.
• Address low adoption through targeted outreach and investigate causes.
• Combat churn with positive post-sales experiences across the buyer journey.
• Monitor customer health and create risk mitigation plans as needed.
• Schedule business reviews to realign goals and determine next steps for adoption and risk resolution.
• Continuously analyze data and customer activity to identify upsell and cross-sell opportunities.
• Provide timely support and share high-value information, product updates, and event invitations.

Connaissances

Payment processing

Customer success

Account management

Data analysis

Negotiation

Communication

Outils

Salesforce

Gainsight

CRM platforms

Description du poste

MarketStar is seeking a Customer Success Manager to manage a mid-market book of business in a US-based remote role. You will drive adoption of payment processing tools, align with customer objectives, and lead renewal readiness plus expansion opportunities.

You will work with SaaS or financial software customers, orchestrating cross-functional buyer experiences and ensuring long-term value and low churn. Strong communication, negotiation, and data analysis are essential.