[Remote] Senior Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. Total Expert is the purpose-built customer engagement platform trusted by more than 200 financial enterprises. The Senior Customer Success Manager plays a vital role in building strong, strategic partnerships with enterprise customers, helping them realize maximum value and ROI from the Total Expert platform while driving retention and growth.
Responsibilities
- Champion Customer Success: Promote and communicate the full value of Total Expert’s products and services to help customers achieve measurable results
- Understand the Ecosystem: Gain deep knowledge of each customer’s tech stack, system integrations, and dependencies to optimize their use of Total Expert
- Be a Trusted Advisor: Build and maintain long-term relationships by recommending workflows, best practices, and strategic guidance tailored to each customer’s goals
- Drive Retention and Growth: Lead contract renewals and identify upsell or cross-sell opportunities within your portfolio of accounts
- Ensure Customer Satisfaction: Monitor sentiment and engagement to proactively drive retention and reduce risk
- Measure Success: Track and report progress toward the customer’s definition of success, demonstrating clear business value over time
- Develop Executive Relationships: Engage with stakeholders across all levels—including executives—to understand key objectives, challenges, and performance indicators
- Conduct Business Reviews: Lead regular strategic and operational reviews to assess outcomes, alignment, and next steps
- Optimize Processes: Partner with customers to improve efficiencies, streamline workflows, and maximize platform productivity
- Increase Adoption and Engagement: Drive active usage, deliver training, and promote adoption of new features and functionality
- Advocate for the Customer: Serve as the customer’s voice within Total Expert, collaborating cross-functionally to address needs and influence product enhancements
- Document and Report: Maintain accurate and up-to-date records of customer interactions, success plans, and engagement history within our customer success platform
- Contribute to a Growth Culture: Continuously looking for ways to enhance customer experiences and internal processes
Skills
- Self-Starter with Growth Mindset: Ability to work independently with a strong desire to learn, adapt, and grow
- Thrives in Startup Culture: Resilient, resourceful, curious, and energized by a fast-paced, evolving environment
- Tech-Savvy and Passionate: Enthusiasm for technology, innovation, and driving success in a growing SaaS company
- Strategic Relationship Builder: Proven ability to manage complex, multi-divisional, and geographically diverse accounts
- Customer-Centric Mindset: A genuine passion for delivering exceptional experiences and measurable outcomes for customers
- Decisive Problem Solver: Skilled at analyzing complex challenges, identifying root causes, and developing strategic solutions that align with both customer and company goals
- Cross-Functional Collaborator: Experience partnering effectively with Sales, Product, Professional Services, and Support teams to drive success
- Executive Credibility: Ability to communicate and establish trust with stakeholders at all organizational levels, including C-suite executives
- Strong Multitasker: Capable of managing multiple priorities and meeting deadlines under pressure
- Positive and Energetic: High energy, flexibility, and a proactive 'can-do' attitude in the face of challenges
- Excellent Communicator: Outstanding written, verbal, and presentation skills; comfortable translating technical details into business value
- Organized and Analytical: Exceptional time management, problem-solving, and analytical abilities
- Proficient in Tools: Highly skilled in MS Excel, PowerPoint, Word, Outlook, and process mapping tools
- Traveling (15-25%) to customer onsite as well as industry events
- 5+ years of experience in Customer Success, Account Management, or Management Consulting (or a similar client-facing role)
- 3+ years of experience in a SaaS or technology organization
- Experience in financial services, marketing automation, or CRM platforms a plus
- Experience in the mortgage industry preferred
- Experience with the Total Expert platform a plus
Benefits
- Variable compensation based on achievement of quota targets
- Eligible to participate in the Employee Stock Option Plan
- Medical
- Dental
- Vision
- HSA (Health Savings Account)
- FSA (Flexible Spending Accounts)
- Company paid Life Insurance
- Short-Term Disability
- Long-Term Disability
- Flexible Time-Off (FTO)
- Paid Parental Leave
- 401(k) with employer match
Company Overview