Senior Customer Success Manager (Remote)

Routable is a B2B payments platform built to make bill payments and mass payouts fast and seamless. Our mission is to be the simplest way to send and receive business-to-business payments. Unlike other payment platforms, Routable's modern, easy-to-use API allows you to build a powerful payments infrastructure in minutes.

We're a Series B startup with $46M in funding. We're helping some of the largest marketplaces and gig economy companies, including Ticketmaster, Snackpass, and Garmentory. Hundreds of finance teams trust our decades of experience in building B2B payment solutions.

Our environment encourages intellectual curiosity, problem solving, and openness—one that provides the support and mentorship needed to succeed, learn, and grow. We'll make sure you have everything you need to do your best work and make an impact. We're a fully remote startup with our team working from a city they love across the United States and Canada. We are primarily based in the US but also have a presence internationally (so far, primarily in several South American countries & Canada). If you live in the US, you must be authorized to work in the US.

About The Role

We are looking for an experienced Sr. Customer Success Manager to join our small but mighty Customer Success team. In working with our customers you'll be tasked with building relationships, making sure they are using Routable to its fullest potential, and gathering feedback for our product team. As we release new features you'll work with the product team to define how they fit into best practice and which customers would be our best early adopters.

In addition to your core responsibilities as a Sr. CSM, you'll be working with the rest of the customer success team to build a foundation we can build on as Routable scales. That includes email templates, automated email campaigns, Looker reporting, and other resources for future CSMs to use. We are still defining and improving core processes like our quarterly business reviews, new user training, churn prevention, and expansion opportunities. You will be a huge part of creating the culture and priorities of the customer success team and there will be plenty of opportunities to focus more on the areas you enjoy most as Routable continues to grow.

Responsibilities

• Create content and automations that guide customers at each crucial moment in their customer journey, and as new product features are released.
• Remote relationship building will allow you to identify growth opportunities and help you understand the Accounting/Finance ecosystem around the Routable solution.
• Foster relationships with customer contacts at all levels that will increase retention, expansion, and renewal. Your customer insights will be used to inform product development and priorities.
• Proactively identify risks to the customer achieving their stated business goals and build a risk mitigation plan.
• Gather direct and inferred product feedback from customers and work with the product team to understand how things can be improved with new product features or by improving existing features.
• Successfully manage internal Routable projects on behalf of your customers needs. Your ability to influence and project manage will directly impact customer loyalty. The internal teams are full of great people and you will enjoy getting your hands dirty.

Minimum Qualifications

• You have a basic understanding of accounting systems (Sage Intacct, Netsuite, Quickbooks Online, Xero) and/or payment processing platforms.
• You excel at driving effective and influential conversations with senior leadership, facilitating difficult discussions, and adept at handling objections.
• You have a knack for analyzing data so that you can identify what is working and what's not working for customers.
• You excel at adapting to new expectations and team goals.
• Demonstrated ability to retain and grow the value of your customers. Be comfortable thriving in a results oriented team.
• You have experience navigating complex organizations to accelerate product adoption, influence collaboration and evangelize opportunities for growth.
• You're an experienced Customer Success Manager (or similar customer-facing role), preferably at a B2B SaaS company.
• You have experience building successful relationships with senior customer contacts.

Location

You must be currently authorized to work in the United States on a full-time basis.

We are a remote first company! Rather than restrict ourselves to only find talent in one city, we'd rather find the absolute best people regardless of where they live. One amazing benefit to our remote culture, is that it enables our team to enjoy traveling ✈️ more regularly since they can work from wherever!

Reporting

The Sr. Customer Success Manager reports directly to the VP of Customer Success, Ken Apple.

About Routable

Our Core Values

At Routable, we are driven by our values. Our values act as guiding principles when it comes to our work, our hiring practices, and ourselves. We talk about them every day and praise each other based on our ability to embody them.

💞 Engage with Empathy: Have empathy and a deep understanding for your peers, and our customers. This means no ego and cultivating relationships by actively listening to each other's needs.

🤝 Volunteer Assistance: Helping others is always a priority, even when it is not immediately related to the goals that we are trying to achieve. We make it a point to foster an environment of inclusiveness for our remote team.

💪 Own it: We are all company owners and we act like it. We make data driven decisions and jump at the opportunity to be accountable. Taking action when you see a problem is our default state.

🛠 Build with Purpose: We are collectively building the product and company of our dreams. We are intentional with everything we do and are always looking for ways to improve. We sweat the details.

🧬 Expect Authenticity: We do not compromise our values when it comes to our team and our customers. We champion originality. Be yourself. Everyone else is already taken.

Perks

🏥 Great Health, Dental and Vision Insurance

💲 Competitive salary

📈 Stock Options

💰 401k

💸 Work from Home Stipend

🚀 We're a remote team

🏝 Flexible vacation policy

🍼Paid Parental Leave (12 weeks)

Inclusive Employer

Routable welcomes employees from varied backgrounds and walks of life, and it's reflected in our diverse community of Routers. Routable is proud to be an equal opportunity employer and is committed to administering personnel actions, including hiring, training, promoting and compensating its employees, without regard to race, color, religion, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), gender, gender identity, gender expression, national origin, age, mental or physical disability, ancestry, medical condition, marital status, military or veteran status, citizenship status, sexual orientation, genetic information, or any other status protected by applicable law.

Our salary range is $120,000 - $130,000 - the exact salary offer will depend on the level of experience, role alignment, etc. We also offer equity and full benefits packages for FTEs. This only applies to employees residing in the US.