Customer Success Manager

Qualifications

• 3+ years of experience in Customer Success, Account Management, Sales, or any client facing role.
• 1+ years experience utilizing a CRM software system, Salesforce preferred.
• Experience in a scaled customer success environment, maximizing impact for a large range of clients through scalable motions executed at key moments in a customer’s journey.
• Proven ability to adopt new technologies and teach others effectively.
• Strong communication and sales acumen, with the ability to understand the true needs of the customer, helping them tap into the full value of Melio’s platform for their unique business.
• Takes an analytical, strategic approach to our customers’ success, constantly iterating to improve the whole customer experience.
• Excited to bring new processes and procedures to continue to develop the customer journey at Melio.
• Enjoys working cross-functionally with other teams across the organization on a diverse range of internal and customer-facing initiatives.
• Excellent time-management skills, as well as the ability to remain flexible as the company and role evolves.
• Passionate about speaking with and building relationships with small business owners, helping their businesses succeed with Melio.
• Has a track record of taking on additional responsibilities outside of their direct scope, showing a natural curiosity.

Bonus Points

• Experience working with small businesses in an account management or customer success capacity.
• Prior experience working in a SaaS environment and/or in the financial technology space.

A day in the life and how you’ll make an impact

• Own all strategic actions associated with customer engagement and retention efforts.
• Build dynamic relationships with your customers through meaningful interactions and comprehensive engagements, developing a deep understanding of their business needs to drive retention.
• Lead customers through early adoption and proactively shepherded them through lifecycle stages, educating on best practices, removing friction, and accelerating time-to-value.
• Continuously evaluate customer health signals and feedback to surface churn risks and growth pathways across the customer lifecycle.
• Execute proven sales methodologies to guide strategic customer conversations, deepen discovery, and influence outcomes for the customer and the business.
• Share ownership of “one-to-many” motions (e.g. webinars), when required, to support customer education at scale.
• Work collaboratively alongside relevant Melio departments to ensure the voice of the customer is constantly elevated in a digestible, actionable format, and that the customer is receiving the utmost support and satisfaction.
• Proactively evaluate best practices when it comes to processes and procedures within the Customer Success role; suggest changes or enhancements to existing procedures to ensure the team’s motions are aligned with the goals of customers and the business.
• Leverage internal tools, such as Salesforce, Tableau, Outreach, and Gong to ensure effective communication and impact assessment.