Strategic SaaS Customer Success Leader

SWBC; Grand Rapids (MI); On-site; USD 89,000 - 134,000; Full time

Benefits offered by this job

Competitive compensation package

Work/Life balance

Engagement rewards

Years of Service awards

Career growth opportunities

Mentor program

Continuing education and certs

Healthcare coverage options

401(k) plans

Wellness program

Job summary

SWIVEL is seeking a Customer Success Manager to report to the Director of Customer Success. The CSM will ensure customers achieve desired outcomes while using SWIVEL’s solutions, collaborating with Product and Sales teams to drive adoption and expansion.

The CSM will monitor health metrics, build success plans, and reduce implementation risk, enabling renewal and long-term satisfaction across the customer base in a dynamic SaaS environment.

Qualifications

• Bachelor’s degree in Business with a concentration in Business Administration, Management, Marketing, or Finance from an accredited college or university.
• Minimum of five (5) years of customer service and satisfaction in financial services.
• Minimum of three (3) years in Customer Success Management, Account Management, or Sales with a track record of retaining clients and contributing to sales growth.
• Proficient knowledge of business processes, applicable laws, and regulations.
• Working knowledge of SaaS ecosystem.
• Proficient knowledge of CRM software utilization.

Responsibilities

• Serves as a key member of customer-facing teams and supports sales and new business growth.
• Monitors customer health metrics, addresses risks, and implements strategies to prevent churn.
• Builds customer success plans with goals to help customers meet objectives.
• Partners with accounts teams to uncover cross-selling and product adoption opportunities.
• Advocates customer needs to cross-functional teams and manages customer concerns.
• Identifies dissatisfaction risk and collaborates to renew contracts and maintain satisfaction.
• Uses Salesforce, Omni Analytics, and other tools for data-driven insights and growth.
• Creates data-supported business reviews and reports and presents recommendations to senior leadership.

Skills

Customer focus

Interpersonal skills

Collaboration

Data analysis

Communication skills

CRM knowledge

SaaS knowledge

Education

Bachelor's degree in Business or related field

Tools

Salesforce

Microsoft Office

Job description

SWIVEL is seeking a Customer Success Manager to report to the Director of Customer Success. The CSM will ensure customers achieve desired outcomes while using SWIVEL’s solutions, collaborating with Product and Sales teams to drive adoption and expansion.

The CSM will monitor health metrics, build success plans, and reduce implementation risk, enabling renewal and long-term satisfaction across the customer base in a dynamic SaaS environment.