Customer Success Manager

Job Summary

Join our team as a Customer Success Manager and become the driving force behind exceptional customer satisfaction and exponential sales growth. We are seeking a dynamic and results-oriented Customer Success Manager who will play a crucial role in ensuring the success and satisfaction of our valued customers. This position requires a candidate to develop, in a short period of time, a deep understanding of our MeridianLink products, the financial industry, and a proven ability to effectively manage and resolve customer issues and concerns. The ideal candidate will possess excellent relationship-building and organizational skills to foster strong, long-lasting connections with our customers.

Key Responsibilities

1. Knowledge of Product:

· Develop and maintain in a reasonably short period of time an in-depth understanding of MeridianLink products and its features.

· Stay informed about product updates, enhancements, and industry trends.

· Provide customers with expert guidance on utilizing our products to its full potential.

2. Knowledge of Industry:

· Stay abreast of industry trends, best practices, relevant regulations, and emerging technologies.

· Act as a Subject Matter Expert (SME), providing insights and recommendations based on industry knowledge.

· Ability to Successfully Resolve Case Escalations:

· Manage and resolve customer escalations promptly and effectively, based on specific rules of engagement.

· Work closely with technical support, product management, and development to address and solve complex issues acting as project manager that proactively facilitate resolution of the case when multiple internal stakeholders are involved.

· Analyze escalation trends to identify root causes and work cross-functionally to implement proactive solutions.

3. Strong Relationship Skills:

· Build and nurture strong, positive relationships with key customer stakeholders as well as with internal key stakeholders, especially with the sales function.

· Conduct regular check-ins and executive business reviews with customers to understand their needs, challenges, and goals.

· Collaborate cross-functionally to ensure a seamless customer experience.

4. Strong Organizational Skills:

· Effectively manage and prioritize multiple customer accounts simultaneously.

· Maintain accurate and up-to-date customer records and communication history within the Gainsight Customer Success Platform.

· Expertly build and maintain reports, presentations, and other communications to present the status of the CSM’s projects and assignments.

5. Key Performance Metrics

· Number of Business Reviews conducted per quarter.

· Number of Meetings with Stakeholders per month.

· Number of Success Plans developed and executed.

· Number of tickets escalated and successfully resolved.

· Number of qualified leads generated through customer interactions.

· Average Customer Success Manager NPS Score maintained.

Qualifications & Skills

· Bachelor’s degree in finance, Business Administration, Communications, or 2-4 years relevant professional experience (or equivalent work experience).

· Experience in a customer success or account management role.

· Experience working in Banks, Credit Unions, or finance companies.

· Exceptional communication and interpersonal skills.

· Demonstrated ability to analyze and solve complex problems.

· Strong organizational and project management abilities with highest standards of accuracy and precision.

· Proficient with Word, Excel, PowerPoint, Phone systems, Conferencing systems, and other software systems common to supporting and communicating with others virtually.

· Be able to work on problems of a moderate scope which are often varied and routine where analysis of situations or data requires a review of a variety of factors.

· Be able to exercise judgment within defined procedures and practices to determine appropriate action.

· Ability to apply learned techniques and contributes to analysis and investigation to solve problems.

· build productive internal/external working relationships to resolve mutual problems by collaborating on procedures or transactions.

· Ability to travel when necessary.

Additional Qualifications (Preferred)

· Familiarity with MeridianLink products

· Gainsight and Salesforce experience.

· Certification in customer success or related field.

· Experience working in SaaS companies in the finance, lending, or banking sector.