Senior Customer Success Manager 1771

MeridianLink; Costa Mesa (CA); Remote; USD 104,000 - 147,000; Full time

Job summary

A leading company in the financial industry is seeking a Senior Customer Success Manager to ensure customer satisfaction and success. The role involves building relationships, driving problem resolution, and helping clients achieve their business goals. Candidates should have a strong understanding of the industry and MeridianLink products, along with proven skills in customer success management.

Benefits

Potential equity awards

Comprehensive insurance coverage

Paid time off and holidays

401(k) with company match

Remote work options

Qualifications

• 4-6 years of experience in customer success or account management.
• Experience in banking, credit unions, or finance companies.
• Customer success certification preferred.

Responsibilities

• Help customers adopt the software and improve satisfaction.
• Build and nurture relationships with key customer stakeholders.
• Manage and resolve escalations promptly.

Skills

Communication

Problem Solving

Organizational Skills

Relationship Building

Business Acumen

Education

Bachelor’s degree in relevant fields

Tools

Gainsight

Salesforce

Word

Excel

PowerPoint

Job description

JOB OVERVIEW

We are seeking a dynamic and results-oriented Senior Customer Success Manager to play a crucial role in ensuring customer success and satisfaction. The ideal candidate will have a deep understanding of MeridianLink products, the financial industry, and proven skills in managing and resolving customer issues. Excellent communication, relationship-building, problem-solving, business acumen, and organizational skills are essential to foster strong, long-lasting customer connections.

JOB SUMMARY OBJECTIVES

• Help customers adopt the software

• Improve customer satisfaction

• Drive customer problem resolution

• Help customers achieve their business goals

JOB RESPONSIBILITIES AND DUTIES

The ideal candidate possesses the following:

1. Knowledge of Products:

• Maintain an in-depth understanding of MeridianLink products and features.
• Stay informed about product updates, enhancements, and industry trends.
• Provide expert guidance to customers on utilizing our products to their full potential.

Knowledge of the Industry:

• Stay abreast of industry trends, best practices, regulations, and emerging technologies.
• Act as a Subject Matter Expert (SME), providing insights and recommendations.

Strong Relationship Skills:

• Build and nurture strong relationships with key customer stakeholders and internal teams, especially sales.
• Conduct regular check-ins and executive business reviews to understand customer needs, challenges, and goals.
• Collaborate cross-functionally to ensure a seamless customer experience.

Design and Execute Customer Success Plans:

• Understand clients’ business goals and needs strategically.
• Identify solutions to help clients meet their goals.
• Define, drive, and monitor steps within Success Plans.

Organizational Skills:

• Manage multiple accounts effectively.
• Maintain accurate customer records in Gainsight.
• Build reports and presentations to communicate project statuses.

Resolve Case Escalations:

• Manage and resolve escalations promptly.
• Work with technical support, product management, and development to address complex issues.
• Analyze escalation trends for root causes and implement proactive solutions.

KEY PERFORMANCE METRICS

• Number of Business Reviews per quarter
• Number of stakeholder meetings per month
• Number of Success Plans developed and executed
• Number of qualified leads generated

SKILLS AND COMPETENCIES

• Exceptional communication and interpersonal skills
• Ability to analyze and solve complex problems
• Strong organizational and project management skills
• Proficiency with Word, Excel, PowerPoint, and conferencing tools
• Empathy and persuasive speaking skills
• Adaptability and business acumen
• Ability to engage with senior leadership

QUALIFICATIONS AND PREFERABLE EXPERIENCE

• Bachelor’s degree in relevant fields with 4-6 years of experience
• Experience with Gainsight and Salesforce
• Proven success in customer success or account management
• Experience in banking, credit unions, or finance companies
• Knowledge of MeridianLink products
• Customer success certification preferred
• Willingness to travel as needed

MeridianLink values its culture of growth, collaboration, and work-life balance. We are an Equal Opportunity Employer and conduct background, credit, and drug tests as part of our hiring process.

Salary Range: $104,000 - $146,800. Actual salary depends on experience, location, and other factors.

Benefits include:

• Potential equity awards
• Comprehensive insurance coverage
• Paid time off and holidays
• 401(k) with company match
• Remote work options

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