Customer Success Associate

Job Description

Job Description

Transform How Banks Serve Their Customers

Prelim is revolutionizing how financial institutions onboard and serve their customers. Our platform powers critical banking operations for institutions across the world, from community banks to multi-billion dollar financial institutions. We're a fast-growing, remote-first startup on a mission to make banking more accessible for everyone.

Why We're Looking for You

We're looking for a Customer Success Manager to support our growing portfolio of live banking clients. You'll manage relationships with financial institutions, ensuring they successfully use our platform while driving retention, expansion, and customer satisfaction.

This is a hands-on role that requires wearing multiple hats. You'll handle everything from crisis management to contract renewals, while serving as the voice of the customer internally.

What You'll Do

Manage a portfolio of live banking clients, conducting regular check-ins and maintaining strong relationships with stakeholders from operations staff to executives

Handle support escalations and troubleshoot platform issues, often jumping on calls to resolve urgent problems in real-time

Lead contract renewal negotiations and identify upsell opportunities, working with sales to expand existing accounts

Coordinate with product and engineering teams to advocate for customer feature requests and bug fixes

Train bank employees on platform usage and best practices during and after implementation

Manage support ticket flow and ensure timely resolution of customer issues

Plan and execute customer events, including annual summits and user conferences

Step in to support implementations during resource crunches, helping with configuration and project management

Create and maintain release notes, keeping customers informed of platform updates

Navigate difficult customer relationships and de-escalate tense situations while protecting the team

What We're Looking For

Exceptional relationship-building skills with the ability to manage multiple stakeholders

Strong problem-solving abilities and technical aptitude to troubleshoot platform issues

Grace under pressure, you stay calm when dealing with frustrated customers and urgent escalations

Excellent written and verbal communication skills

Ability to juggle multiple priorities and context-switch throughout the day

Proactive mindset, you identify and address issues before they become problems

Genuine care for customer success and willingness to go above and beyond

Legally authorized to work in the United States and located within the continental United States

Nice to Haves

Experience in financial services, banking, or fintech

Background in B2B SaaS customer success or account management

Technical skills to understand platform functionality and integrations

Experience with contract negotiations and renewals

Why Prelim?

At Prelim, you'll join a remote-first company experiencing explosive growth, doubling revenue year-over-year while maintaining profitability. This is a dynamic environment where you'll need to be comfortable with ambiguity and rapid change.

You'll be part of a small but mighty Customer Success team that punches above its weight. While the workload can be intense, you'll have the opportunity to make a real impact and grow your career quickly. We promote from within and invest in our people's development.

Most importantly, you'll help democratize access to banking services. Your work ensures that financial institutions can effectively serve their communities through modern, accessible technology.

Prelim values diversity and inclusion; people of all backgrounds are welcome to join our mission to transform banking.

Compensation Range : $90K - $110K