Customer Success Manager

SWIVEL is seeking a talented Customer Success Manager to report to the Director of Customer Success. The CSM will play a vital role in ensuring customers achieve their desired outcomes while using SWIVEL’s solutions, working collaboratively with Product Teams and the Sales team to increase solution utilization and identify opportunities for business expansion.

Responsibilities:

• Serves as a key member of customer-facing teams and is expected to leverage their extensive knowledge of SWIVEL solutions to support sales and new business growth
• Monitors customer health metrics, proactively addresses risks, and implements strategies to prevent churn and ensure long-term retention
• Works with customers to build customer success plans, establishing critical goals, to help customers reach their organizational goals and objectives
• Partners with accounts teams (Account VPs and Account Managers) to uncover cross-selling and product adoption opportunities
• Advocates customer needs to cross-functional teams, to include the Director of Customer Success, Marketing, Product, Quality Assurance, Implementations, and Support, and manage customer concerns
• Identifies dissatisfaction risk and collaborates with internal teams to remediate and ensure renewal of contract and high level of customer satisfaction
• Leverages Salesforce, Omni Analytics, and other internal tools for data-driven insights and opportunities for customer relationship growth
• Creates and delivers data-supported business reviews and reports to highlight customer utilization and provide ongoing recommendations for further optimization. Reports on trends associated with customer engagement and presents recommended methodologies to senior leadership
• Drives operational excellence by creating scalable processes, playbooks, and workflows that will define the future of our Customer Success organization
• Supports the Implementations team for client onboarding readiness, ensuring teams and clients are prepared for success
• Takes initiative to build structure where none exists, laying the foundation for sustainable growth and scalable team success
• Serves as a senior role on the team, bringing industry experience and mentorship of associate-level team members
• Stays ahead of industry trends, compliance, and payment systems to provide informed guidance to customers and field teams

Requirements:

• Bachelor's degree in Business with a concentration in Business Administration, Business Management, Marketing, and or Finance field of study from an accredited college or university
• Minimum of five (5) years of customer service and satisfaction in financial services
• Great interpersonal skills, bring a positive attitude, and effectively collaborate with others within the organization
• Minimum of three (3) years in Customer Success Management, Account Management, or Sales, and a strong track record of retaining existing clients and contributing to the sales growth within the organization
• Proficient knowledge of business processes, applicable laws, and regulations
• Working knowledge of SaaS ecosystem
• Proficient knowledge of CRM software utilization
• Advanced organizational, planning, and multi-tasking skills
• Advanced collecting and analyzing data skills
• Advanced negotiation skills
• Advanced managing priorities and deadlines and problem-solving skills
• Able to communicate and interact effectively in verbal and written communication
• Able to work collaboratively and build relationships
• Able to analyze, organize and prioritize work
• Able to be adaptable
• Proficient Microsoft Office skills, including Outlook, Word, and Excel
• Able to use basic office equipment, including copy machine, personal computer, and fax
• Able to type 35 WPM
• Sit for long periods of time performing sedentary activities
• Push, pull, and lift up to 20 lbs. of files, supplies, documents, or other related items