Customer Success Manager, Banking

Customer Success Manager, Banking

The Customer Success Manager oversees the customer retention process by acting as a customer advocate within the organization and streamlining the customer experience.

The Customer Success Manager will be client focused and Prove product savvy. You are someone who wants to blend people and technology to drive and exceed successful outcomes for our clients. You are naturally curious and thrive on learning how technology works to solve problems. You pair your knowledge and experience to partner with and advise clients, ultimately acquiring deep knowledge of the client's organization and business objectives. You are passionate about building strong customer relationships, delivering value, identifying growth potential, and ultimately turning customers into raving Prove fans!

Key responsibilities include :

• Establish reputation as trusted partner via regular business reviews presenting the status of the Prove relationship, reviewing active and future project(s) and demonstrating the value Prove delivers to the clients business objectives
• Quickly become a subject matter expert of clients business objectives and use cases while striking a healthy balance between customer satisfaction and delivering business value.
• Primarily responsible to achieve our corporate objectives measured by a client Net Promoter Score (NPS).
• Forecasting & Accuracy : Responsible for forecasting contracted and live revenue
• QBRs : Organizes and hosts onsite QBRs with client executive team to align to customer goals and derive long term partnership plans
• Pass rate optimization & recommendations : Present areas of optimization to clients via partnership with AM's (new opportunities) or SCs (pass rate improvements) to drive client success and value of Prove solution
• Ticket monitoring and escalation coordination : Responsible for creation and monitoring client's internal ticketing needs (support ticket, SC ticket, product ticket, Data Science Tickets, Fraud tickets
• Product Expertise : Develop a deep understanding of our products and services. Stay updated on the latest features and updates, and effectively communicate their value to clients.

Qualifications and experience :

The anticipated salary range for this role is $120,000- $130,000 plus variable commission. Offered salary will be determined by the applicant's education, experience, knowledge, skills, geo-location and abilities, as well as internal equity and alignment with market data.

Competitive salaries & Bonus Plan (for eligible roles) and Equity Plan

Modern Health for financial, mental, and physical wellness

401(k) Retirement Plan & Match (US Offices) and Local Country Pension (International Offices)

Unlimited Vacation and Flexible hours

Comprehensive medical benefits for you and your family

Emotional & Physical Wellness Access to wellness services (EAP & Prove Well-Being Reimbursement)

Bottomless snacks & beverages for certain office locations

Daily GrubHub stipend for lunch if coming into the office (US Offices)

A great place to work and connect with other talented Provers like yourself!