Customer Success Manager - Us, Remote

The Customer Success Manager is a high-touch customer advocate responsible for ensuring strategic Bluefin customers can successfully leverage Bluefin solutions to meet their key business objectives. Reporting to the Director of Customer Success and part of the broader commercial (sales and marketing) team, the Customer Success Manager will ultimately help drive day to day customer success with Bluefin solutions, overall customer satisfaction, higher renewal/retention rates, additional upsell/cross-sell opportunities, and an increased number of references and/or case studies.

• Identify ways to drive additional Bluefin products into assigned accounts, and work with the appropriate Sales counterpart to engage in these discussions with customers as appropriate
• Conduct regular customer/account business reviews and route/escalate any opportunities or issues as required.
• Drive renewals and reduce and proactively identify potential customer churn, ultimately increasing lifetime customer value.
• Identify client training needs and leverage appropriate internal resources to ensure clients have the knowledge they need to maximize success with our solutions.
• Handle any ad-hoc business or administrative issues (billing, contact updates, data management for your accounts etc.) that may occur as part of day to day customer relationship management.
• Build strong working and strategic relationships with clients, acting as a knowledgeable and trusted advisor for current product offerings as well as future expansion opportunities.
• Play an active part with sales and the integrations/implementations team to drive successful customer onboarding and expansion.
• Collaborate internally with sales and broader cross functional groups to drive continuous improvement and a superior customer experience.
• Uncover potential up-sell/cross-sell opportunities and work internally with Account Executives to position/sell additional Bluefin solutions to the accounts you manage.
• Provide feedback to Product Management on product opportunities / issues inhibiting maximum client satisfaction and success.
• Act as an escalation liaison between the customer, Bluefin Technical Support, and Product Development to help resolve technical issues.
• Ensure that all Bluefin team activities that touch the customer are in alignment with the customer’s business objectives and use cases so the full potential of their Bluefin solution can be realized.
• Ensure there is clear and consistent collaboration and communication between Bluefin and the customer.
• Develop a deep understanding of your customers’ business and their current and potential opportunities to utilize Bluefin solutions.
• Ensure customers are willing to act as references for new prospects and drive the creation of formal success stories within assigned customer group.

Key qualifications / attributes of a successful candidate:

• Strong interpersonal, listening, and communication skills.
• Solid understanding of B2B sales and the customer lifecycle.
• A customer-first mindset and proven ability to follow through from issue identification to resolution.
• Experience in fintech, payments, merchant acquiring, data security, data privacy, or compliance software a plus.
• Minimum five (5) years of experience in a customer success, customer support or account management role with a track record of customer retention and expansion.
• Bachelor’s degree.
• Attention to detail.
• Ability to juggle multiple accounts with various products, and balance tactical and strategic issues/opportunities.