This is a Fully Remote Job
About Our Client:
The organization operates in the financial technology sector, focusing on modernizing financial processes for businesses ranging from startups to established brands. It addresses the challenge of outdated financial systems by providing innovative automation tools that enhance control and decision-making in payables, receivables, and expense management. The company supports a remote-first work environment with offices in San Jose, CA, and Draper, UT, fostering collaboration to deliver impactful solutions that save businesses time.
About the Opportunity:
The SCALED CUSTOMER SUCCESS MANAGER role involves managing a portfolio of small and mid-size business customers to ensure retention, expansion, and renewal of services. This position drives measurable customer outcomes through data-driven success plans, executive engagement, and enablement activities that increase product adoption. The role is essential to maintaining customer health and satisfaction post-sale, working cross-functionally to deliver seamless experiences and contribute to the organization’s growth.
Responsibilities:
Manage a shared book of SMB customers using data to guide success.
Achieve revenue and retention targets by minimizing churn and identifying upsell opportunities.
Conduct training sessions and webinars to enable customer proficiency and best practices.
Monitor customer health metrics and usage data to prioritize outreach and mitigate risks.
Engage with finance and accounting stakeholders to align solutions with their goals.
Document customer interactions and next steps to facilitate team collaboration.
Maintain deep product knowledge to provide consultative support.
Collaborate across departments to resolve issues and improve customer experience.
Requirements:
Experience in customer-facing, revenue-related roles such as customer success, account management, or finance.
Proven ability to meet performance targets through proactive and results-focused approaches.
Strong analytical skills using data to diagnose issues and identify trends.
Effective time management and process discipline in high-volume contexts.
Skilled communicator capable of building rapport and handling conflict across platforms.
Ability to build trust and consult with clients beyond transactional interactions.
Basic understanding of financial statements and their relation to business health.
Familiarity with accounting systems like QuickBooks, Intacct, or NetSuite.
Nice to have:
Over 2 years in revenue-responsible SaaS roles.
Experience with finance/accounting or AP/AR workflows.
Knowledge of customer success platforms such as Gainsight or Salesforce.
Pay Range and Compensation Package:
On Target Earnings (OTE) vary by geographic zone, ranging from $74,800 to $105,600 USD.
Eligibility for sales incentive and equity plans.
Competitive benefits including medical, dental, vision, life and disability insurance, 401(k), flexible spending and health savings accounts, paid holidays, and paid time off.
Benefits & Perks:
Medical insurance
Dental insurance
Vision insurance
401(k) retirement plan
Disability insurance
Equal Opportunity Statement:
Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.