Serve as the face of FinQuery with respect to your assigned customers
Maximize customer satisfaction rates
Drive expansion by identifying customers’ needs for additional products and services
Manage renewals and promote adoption, engagement, and advocacy
Contribute to the development of FinQuery’s product roadmap
Conduct regular proactive calls and account review meetings
Monitor health metrics such as NPS and churn scores
Identify upsell and cross-sell opportunities
Own customer renewal cycles end to end
Build Customer Success Plans in partnership with management
Manage customer complaints and resolve issues
Represent the voice of the customer to inform product roadmaps
Utilize customer data and metrics to make informed decisions
Identify opportunities for customers to become advocates
Conduct all business in accordance with FinQuery policies and procedures

3-4 years customer success or account management experience in SaaS or software company
Experience in creating success plans and utilizing data to identify the health of a customer
4-year degree or equivalent experience
Good communication skills, both written and verbal
Must have strong organizational skills and be detail oriented
Demonstrated ability to build and maintain relationships with customers
Strong analytical and goal oriented mindset
Emerging ability to recognize upsell and expansion opportunities when speaking to customers
Exposure to contract negotiations and renewal discussions with customers
Experience working in G-Suite, Salesforce, and/or Churnzero

Customer Success Manager II

Key skills