Customer Success Manager

Join our team as a Customer Success Manager, where you will drive growth and expansion through cross-sells and upsells. You will adopt an AI-forward mindset, scale high-growth accounts, identify customer business changes, and become an expert in our products/services. You will work closely with various teams to drive collaboration and adoption, and have the opportunity for professional growth in a hybrid work model.

• Drive growth and expansion through cross-sells and upsells in a pooled specialized team.
• Utilize AI-powered tools to scale account coverage, surface insights, and streamline workflows.
• Identify customer business changes and usage trends to uncover expansion opportunities.

• Ability to engage with all levels in an organization from the CEO, CFO, Accountant, etc
• Relevant accounting certification (part or fully qualified), including but not limited to CPA, ACA, ACCA, or CIMA
• Experienced with a one-to-many model with a high-volume ticketing queue
• Strong understanding of the fintech industry and our products/services
• Demonstrated, hands-on use of AI tools in your day-to-day work to streamline workflows
• Highly organized with excellent oral and written communication skills
• High level of enthusiasm, initiative, commitment, and professionalism
• Thorough knowledge of basic accounting procedures and principles is a bonus
• ERP experience, accounts payable, Gainsight, Zendesk, Salesforce, Jira, analytics reporting, and CSM tool experience is a plus
• Previous Sales role or quota-carrying sales-adjacent experience is a plus
• Ability to gather complex requirements and work with a team to design a solution
• Ability to build compelling value-driven client facing presentations
• Thorough knowledge of basic accounting procedures and principles. CPA/Accounting experience preferred
• 2+ years of customer success or account management experience, preferably in the Fintech space
• Exceptional communication and interpersonal skills