Customer Success Manager

About the Position

On behalf of FinTech Client #1, SD Solutions is looking for a talented Customer Success Manager to step onto a fintech unicorn rocketship!

SD Solutions is a staffing company operating globally. Contact us to get more details about the benefits we offer.

As a Customer Success Manager, you will play a crucial role in ensuring our customers achieve their desired outcomes with our products/services. You will be the primary point of contact for our customers, responsible for creating raving Tipalti fans by building and maintaining strong, long-lasting relationships. Your focus will be on the health of your customer relationships, experience, engagement, adoption, retention, and expansion of our product with some of our highest-profile, top-tier customers.

Responsibilities

• Develop and maintain strong relationships with a portfolio of clients during each stage of their journey after implementation, assisting with and continuing through full adoption and beyond, including rolling out new features and enhancements, integrations, growing and expanding, focusing on the customer’s experience.
• Become an expert in our products/services and stay up-to-date with product enhancements, being a consultant and sharing best practices with customers.
• Drive brand loyalty, customer satisfaction, and advocacy.
• Owner and main point of contact for our customers, monitoring customer accounts to identify areas of improvement and proactively addressing any issues or concerns, and acting as a point of escalation for customer issues and ensuring a timely resolution.
• Uncover growth opportunities in your portfolio through upsells and cross-sells.
• Focus on net dollar retention and churn prevention.
• Work closely with Sales, Sales Expert(s), Solutions Consultants, Implementation, Support, Product, and Marketing to proactively collect, receive, share, and action on feedback to drive collaboration and adoption.
• Use data to prioritize and change prioritizations internally across the organization to help drive exceptional customer experience.
• Provide mentorship, coaching, and help with onboarding new and existing team members.

Requirements

• 2-3 years of customer success or account management experience, preferably in the Fintech space.
• ERP experience, accounts payable, ChurnZero, Zendesk, Salesforce, Jira, analytic reporting, and CSM tool experience are a plus.
• Strong understanding of the fintech industry and our products/services.
• Exceptional communication and interpersonal skills.
• Highly organized with excellent oral and written communication skills.
• High level of enthusiasm, initiative, commitment, and professionalism.
• Ability to build compelling value-driven client-facing presentations.
• Ability to gather complex requirements and work with a team to design a solution.
• Ability to engage with all levels in an organization, from the CEO, CFO, Accountant, etc.
• Part-qualified or qualified experience within an accounting practice or commercial accounting department.
• Relevant accounting certification (part or fully qualified), including but not limited to CPA, ACA, ACCA, or CIMA. Thorough knowledge of basic accounting procedures and principles.

Advantages

• Previous Project Management roles or skills.
• CPA/Accounting experience.

We Offer

• Competitive salary
• Opportunity to work with a well-funded fintech unicorn
• Professional growth and development opportunities

About the Company

A well-funded fintech unicorn operating a cloud-based global payables automation platform. Enterprises use it to streamline supplier payments, mass payouts, and AP operations across international markets - replacing manual finance processes with automated, audit-ready workflows.

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