Senior Customer Success Manager

Digital Onboarding, Inc. is a software company that helps banks and credit unions retain and expand customer relationships through an automated engagement platform. They are seeking a motivated Senior Customer Success Manager to ensure customers derive maximum value from their SaaS platform, drive adoption, and build long-term relationships that result in customer satisfaction and retention.

Responsibilities:

• Act as the primary point of contact for assigned customers, building and nurturing strong, trust-based relationships
• Understand customer goals, challenges, and industry trends to provide strategic guidance and best practices
• Monitor customer usage and health metrics to identify opportunities for increased adoption or early signs of churn
• Develop and execute success plans aligned with customer objectives
• Execute periodic business reviews with strategic customers
• Serve as a customer advocate, collaborating with internal teams (Product, Support, Sales) to resolve issues and enhance the customer experience
• Escalate critical issues and ensure timely resolution to maintain customer satisfaction
• Identify and recommend upselling or cross-selling opportunities that align with the customer's needs
• Manage contract renewals, negotiating terms and ensuring continued customer loyalty
• Collect customer feedback and insights to influence product development and improve the overall service offering

Requirements:

• 5+ years of experience in customer success, account management, or a related role in the SaaS industry
• Proven track record of driving customer engagement, retention, and revenue growth
• Strong interpersonal and communication skills with the ability to build trust and rapport with customers
• Analytical mindset with the ability to interpret data and translate it into actionable insights
• Proficient in CRM software (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, ChurnZero)
• Bachelor's degree in Business, Marketing, or a related field (or equivalent experience)
• Customer-centric mindset with a passion for helping customers succeed
• Problem-solving and conflict resolution skills
• Ability to manage multiple priorities and work in a fast-paced environment