Asst Dir-Customer Success Manager

Accountabilities:

• Own customer success throughout the customer lifecycle, with responsibility for adoption, account health, satisfaction, and retention across an assigned portfolio.
• Act as a trusted advisor by sharing industry best practices, training opportunities, webinars, user events, product releases, and other relevant resources.
• Organize and lead customer engagements, including onboarding, kickoff meetings, status calls, and strategic business sessions.
• Contribute to strategic account planning by developing plans to retain and grow customer relationships year over year.
• Partner with Account Managers to execute customer success strategies and ensure alignment around agreed success criteria.
• Monitor and analyze customer product usage and present utilization insights with recommendations to help clients optimize outcomes.
• Identify, track, and proactively address opportunities and risks across the assigned customer base.
• Maintain strong product knowledge to support customer training, product adoption, and overall client satisfaction.
• Collaborate with colleagues to create and maintain training resources for end users.
• Build cross-functional partnerships and contribute the customer perspective to internal initiatives focused on improving efficiency and effectiveness.
• Coordinate customer-facing initiatives with marketing, product development, and other teams, including customer testimonials and beta-testing opportunities.
• Travel as needed, up to 25% of the time.

Requirements:

• 3–5+ years of professional experience in customer success, account management, pre-sales, customer support, or a related client-facing role.
• Bachelor’s degree or equivalent undergraduate qualification required, preferably in business, economics, finance, marketing, or a related field.
• Strong verbal, written, and presentation skills, with the ability to communicate effectively with a range of stakeholders.
• Ability to work independently and collaboratively while maintaining a high level of organization and attention to detail.
• Demonstrated ability to present both high-level business information and detailed product or service demonstrations.
• Solid understanding of complex business concepts and processes; experience with regulatory compliance, supplier risk, or credit risk use cases is preferred.
• Basic understanding of artificial intelligence concepts and genuine curiosity about using AI tools such as Copilot and ChatGPT to improve processes and efficiency.
• Interest in agentic AI systems and willingness to develop knowledge of responsible AI practices, including risk management and ethical use.
• Strong customer-centric mindset with the ability to build trusted relationships, understand client needs, and translate insights into actionable recommendations.
• Ability to analyze customer behavior and product usage to identify risks, opportunities, and areas for improvement.
• Strong collaboration skills and ability to work effectively across account management, marketing, product, and other internal teams.

Benefits:

• Base salary range of $98,800–$143,350 for U.S.-based positions, depending on factors including experience, education, level, skills, and location.
• Eligibility for incentive compensation in addition to base salary.
• Medical, dental, and vision coverage.
• Paid parental leave.
• Paid time off.
• 401(k) plan with employee and company contribution opportunities.
• Life, disability, and accident insurance.
• Discounted employee stock purchase plan.
• Tuition reimbursement.
• Opportunities to build expertise in customer success, risk management, AI-enabled tools, and responsible AI practices.
• Collaborative, customer-focused working environment.
• Remote work for eligible U.S.-based employees.