Lead structured onboarding and training for new clients, ensuring they understand the platform setup, core workflows, and data integrations.
Conduct ongoing training for existing clients when new features are launched or when adoption gaps are identified.
Run weekly or bi-weekly cadenced meetings with large account stakeholders, proactively identifying issues and expansion opportunities.
Translate customer feedback into actionable product requirements and communicate them effectively to the product and engineering teams.
Create and maintain self-service documentation, FAQs, and training resources to support client autonomy and reduce support tickets.

Experience in customer success or account management, particularly in a SaaS or financial technology environment.
Strong ability to facilitate training sessions and support clients across different workflows and product features.
Experience using CRM tools such as HubSpot or Salesforce to manage account data and track engagement.
Excellent communication skills, both written and verbal, with the ability to adapt to different audiences (executives, technical teams, end-users).
Experience gathering client feedback and working cross-functionally with product and engineering teams to drive product improvements.

Customer Success Manager

Key skills