Overview
Remote
$60,000 - $120,000
Full Time
Skills
Customer success manager
Job Details
Role Overview
We are seeking a seasoned Customer Success Manager to lead strategic client relationships, drive adoption of Optimus solutions, and ensure long-term customer satisfaction and retention. The ideal candidate brings deep experience in enterprise SaaS, fintech, or financial services, thrives in a fast-paced, data-driven environment, and excels at balancing commercial outcomes with trusted advisory.
Key Responsibilities
Client Success Ownership
- Manage a portfolio of high-value enterprise clients across banks, PSPs, and large merchants.
- Lead onboarding, adoption, and ongoing engagement to ensure customers achieve measurable outcomes with Optimus.
Strategic Growth
- Identify and execute on cross-sell and upsell opportunities (e.g., new connectors, compliance modules, analytics features).
- Partner with Sales to drive renewals and expansion revenue.
Lifecycle Management
- Design and execute proactive engagement, renewal strategies, and retention initiatives.
- Monitor customer health scores, usage metrics, and satisfaction trends to mitigate churn risk early.
Insight-Driven Engagement
- Use data analytics to identify adoption gaps, reconciliation bottlenecks, and compliance risks.
- Recommend solutions that enhance operational efficiency and customer ROI.
Stakeholder Collaboration
- Partner with Product, Engineering, and Delivery teams to align customer needs with roadmap priorities.
- Act as the voice of the customer in shaping product evolution.
Process Optimization
- Continuously refine onboarding, training, and support workflows to shorten time-to-value.
- Drive repeatable success playbooks for enterprise-scale deployments.
Customer Advocacy
- Build and maintain trusted executive relationships with CFO, COO, and Risk/Compliance leaders.
- Develop referenceable customers, case studies, and advocacy programs.
Qualifications
- 12+ years of experience in Customer Success, Account Management, or Client Services in SaaS, fintech, or enterprise technology.
- Proven success managing large enterprise accounts and driving measurable outcomes (retention, NPS, expansion revenue).
- Strong understanding of financial operations, reconciliation, and digital finance transformation.
- Executive-level communication, presentation, and stakeholder management skills.
- Proficiency with CRM tools (Salesforce, HubSpot) and CS platforms (Gainsight, Totango, Planhat).
- Analytical and data-driven mindset; able to interpret dashboards and translate insights into strategy.
Bachelor s degree in Business, Finance, or related field; MBA preferred.
Job - Remote
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