ContinuousRemote
Sr. Customer Success Manager - Encapture
United States of America
Full Time
3 days ago
No H1B
Key skills
Customer Success ManagementFinancial Institution FluencySalesforceAccount PlanningExecutive Business ReviewsRisk ManagementCustomer RetentionNet Revenue RetentionProactive Risk IntelligenceCCRMCommunicationDecision MakingCollaborationPresentation SkillsCustomer Success
About this role
Continuous is a company focused on simplifying complex processes for financial institutions. They are seeking a Senior Customer Success Manager to manage relationships with large financial institution customers, ensuring retention and driving meaningful outcomes through effective communication and collaboration across internal teams.
Responsibilities:
- You own the relationship, ROI delivery, retention, renewal, and risk management for your assigned accounts
- You are directly responsible for retention and net revenue retention within your portfolio
- You’ll dig into each customer’s original reasons for buying, their current state of adoption, and the business results they’re achieving
- You’re comfortable in the room with executives — presenting business reviews, navigating complexity, and positioning Continuous as a strategic partner
- You actively manage risk across your portfolio — tracking adoption signals, engagement patterns, renewal timelines, and escalation triggers
- You maintain meticulous records in Salesforce, including contact maps, opportunity and pipeline data, health scores, risk indicators, and account histories
Requirements:
- Experience managing complex, multi-solution accounts in financial institutions
- Ability to navigate C-Suite relationships confidently
- Strong understanding of customer goals and Continuous capabilities
- Experience in retention and net revenue retention (NRR) management
- Ability to build relationships across multiple stakeholder layers
- Proven track record of proactive risk management
- Experience in driving outcomes and executing mutual action plans
- Strong presentation skills for executive business reviews
- Ability to track adoption signals and manage risk effectively
- Experience maintaining accurate account data in CRM systems like Salesforce
- Strong analytical mindset with a focus on data-driven decision making
- Ability to drive cross-functional alignment without direct authority
- Understanding of financial institutions' operations and regulatory environments
- Genuine care for customer success and long-term interests