Senior Customer Success Manager

FinQuery; Atlanta (GA); On-site; USD 71,000 - 126,000; Full time

Job summary

Join a forward-thinking company as a Senior Customer Success Manager, where you will play a pivotal role in enhancing client relationships and driving customer success. This dynamic position involves onboarding clients, managing ongoing relationships, and identifying expansion opportunities to maximize product usage. Your expertise in customer success and account management will be crucial in ensuring positive net revenue retention and achieving customer goals. With a flexible work environment and a focus on employee well-being, this role offers a unique opportunity to make a significant impact in a rapidly evolving industry.

Benefits

Flexible PTO

401(k) with employer match

Health benefits

Sabbatical after 5 years

Catered lunches

Gym membership

Development stipend

Parental leave

Qualifications

• 5+ years in customer success or account management in SaaS/software.
• Experience creating success plans and analyzing customer data.

Responsibilities

• Manage and deepen relationships with top-tier accounts.
• Monitor health metrics like NPS and churn, taking corrective actions.

Skills

Customer Success Management

Account Management

Data Analysis

Communication Skills

Organizational Skills

Contract Negotiation

Relationship Building

SaaS Experience

Mentorship

Education

4-year degree or equivalent experience

Tools

Salesforce

G-Suite

Churnzero

Job description

Join to apply for the Senior Customer Success Manager role at FinQuery, Formerly LeaseQuery.

The Senior Customer Success Manager (CSM) will own and deepen relationships with top-tier accounts, responsible for retention metrics such as NRR, proactively advising clients as an expert, and identifying expansion opportunities. During onboarding, you'll build relationships, remove roadblocks, and collaborate on strategy through implementation with Professional Services. Post go-live, you'll manage the ongoing relationship to ensure clients use FinQuery products effectively, grow their usage, and expand our footprint.

FinQuery's headquarters is in Atlanta, GA.

What You Will Be Doing

1. Client Onboarding: Collaborate with sales and implementation teams for a smooth transition, including participating in kick-off calls, tracking implementation progress, and scheduling graduation calls.
2. Relationship Management: Develop and maintain relationships at various organizational levels, including with senior executives.
3. Proactive Communication and Documentation: Conduct regular calls and reviews; maintain accurate records in CRM.
4. Customer Retention: Monitor health metrics like NPS and churn, taking corrective actions as needed.
5. Revenue Growth: Support development and adoption of revenue strategies to ensure positive net revenue retention.
6. Expansion Opportunities: Identify ways to expand customer use of FinQuery.
7. Mentorship: Share best practices within the team.
8. Relationship Management: Manage and grow strategic customer relationships.
9. Success Strategy Mapping: Use Attentive’s product suite to align customer KPIs with success plans.
10. Contract Negotiation and Renewals: Manage renewal cycles end-to-end, aiming to increase retention and expansion.
11. Account Planning: Build and maintain account plans and opportunity maps.
12. Customer Outcomes: Develop Success Plans with clients to achieve their goals.
13. De-escalation: Resolve customer issues and act as escalation resource.
14. Customer Feedback: Collect and analyze feedback for product improvements.
15. Data Analysis: Use metrics to inform decisions and provide insights.
16. Advocate Identification: Find opportunities for customer advocacy.
17. Compliance: Conduct business according to policies.
18. Other duties as assigned.

What Experience And Skills We Need You To Have

• 4-year degree or equivalent experience
• 5+ years in customer success or account management in SaaS/software
• Experience creating success plans and analyzing customer data
• Excellent communication skills
• Strong organizational skills and attention to detail
• Ability to build relationships and understand customer needs
• Professional presence and presentation skills
• Ability to connect customer needs with product value
• Experience in contract strategies and negotiations
• Ability to recognize upsell opportunities and mentor team members
• Advanced knowledge of G-Suite, Salesforce, Churnzero

Benefits

• Flexible PTO, including holidays and birthday off
• 401(k) with employer match
• Health benefits with multiple plans
• Work environment options: in-office, remote, hybrid
• Sabbatical after 5 years
• Catered lunches, gym membership, development stipend, parental leave, and more

Salary: $71,000 - $125,750 annually, based on experience and qualifications.

About Us: FinQuery revolutionizes accounting automation and contract management with a single platform for lease and vendor contracts. We empower organizations to minimize risk, boost efficiency, and reduce costs. Join us to redefine financial management.

FinQuery is an equal opportunity employer and maintains a drug-free workplace.