Customer Success Manager

Worth AI is an AI-powered platform focused on SMB onboarding and decision-making for financial institutions. They are seeking a Customer Success Manager to enhance customer satisfaction and ensure clients maximize their use of the company's AI solutions. The role involves onboarding clients, providing tailored support, and developing growth strategies to foster strong client relationships.

Responsibilities:

• Assist and support the implementation process for newly acquired clients, ensuring a smooth onboarding experience
• Onboard new clients and provide hands-on training to ensure they can effectively leverage AI-driven solutions for underwriting, risk assessment, and financial decision-making
• Build and nurture strong client relationships, serving as a trusted advisor with a solid understanding of financial services, underwriting processes, and regulatory considerations
• Work closely with your clients to build success and growth plans that ensure maximum utilization while laying the foundation for expansion efforts
• Proactively engage with clients to assess satisfaction, identify challenges related to underwriting or financial workflows, and recommend solutions
• Serve as front-line point-of-contact for your clients, ensuring timely resolution of issues related to underwriting workflows, data integrations, or AI performance
• Maintain up-to-date client demographic, portfolio, and underwriting-related data within CRM and internal systems
• Work collaboratively with various internal teams to ensure seamless service delivery and problem resolution
• Gather customer feedback post-implementation and relay it to the product development team for ongoing enhancements
• Champion the voice of the customer internally, advocating for customer-centric improvements across FinTech and underwriting use cases
• Monitor customer success metrics and develop strategies for improvement
• Manage an assigned book of business overseeing all aspects of key accounts and client relationships
• Manage and grow existing client accounts monthly, by initiating contact with clients, identifying their needs and selling appropriate products to meet those needs
• Maintain internal reporting, organization, and ticketing system
• Partner with the Customer Success leaders to identify trends across the book of business, including underwriting performance, risk outcomes, and customer usage patterns
• Identify and execute on process improvement opportunities
• Maintain up-to-date client demographic, portfolio, and underwriting-related data within CRM and internal systems
• Lead weekly client syncs, steering committees, QBRs, and onsite sessions with stakeholders as needed
• Other duties as assigned

Requirements:

• 3+ years of experience in customer success, account management, or a related field
• Excellent communication and relationship-building skills
• Proven ability to manage multiple projects and clients effectively
• Strong analytical and problem-solving skills
• Experience in the software or technology industry is highly desirable
• Ability to thrive in a fast-paced environment and adapt to changing priorities
• Experience in FinTech, credit and risk industries
• Working understanding of underwriting principles, credit risk, lending workflows, and financial data models
• Strong knowledge of AI technologies and their applications in financial technology, underwriting, credit decisioning, and risk management
• Proficiency with CRM platforms such as Monday and HubSpot, ticketing systems such as Linear, and customer success tools
• Proven ability to independently own onboarding, escalations, and executive relationships without heavy ramp time