Title: Manager, CSM 

Department: Revenue 

Location: New York, NY - Hybrid

FLSA Status: Exempt

Job Summary:

The Manager, CSM will drive customer adoption and success. They are the primary point of contact for clients and manage a team of Customer Success Managers who managing our banking customers to meet company goals. This role focuses on improving the Customer Success program, ensuring client satisfaction, and growing revenue. The Manager works with internal teams and clients to manage customer expectations, improve onboarding, and develop Customer Success Managers. They own client communication, address concerns, and facilitate issue resolution.

Key Responsibilities:

• Drive Cross-Team Efficiency and Process Improvement: Develop and implement strategies to enhance collaboration and streamline processes across departments, ensuring overall organizational success.
• Strategic Sales Partnership for Customer Success: Collaborate with the Sales and Account Management teams to create tailored customer success and expansion plans for each client, aligning efforts to achieve revenue growth goals.
• Team Leadership and Client Management: Coach and mentor Customer Success Consultants and Managers, focusing on building strong client relationships, establishing trust, and managing existing client accounts effectively.
• Customer Success KPI Management: Capture, track, manage, and report on the customer "Pass Rate", volume changes and new revenue opportunities as a key performance indicator for customer-facing success.
• Revenue Forecasting and Growth Optimization: Work with the Account Management team on customer revenue forecasting and reporting, identifying and capitalizing on opportunities to increase revenue through enhanced customer satisfaction.
• Achieve Revenue Targets Through Client Management: Meet revenue goals by effectively managing live client volume and assisting with securing client contract renewals.
• Conducting Quarterly Business Reviews: Attend and help coordinate regular business reviews, presenting the current status of the client relationship, active projects, and the value delivered.
• Understanding and Translating Client Needs: Identify client business requirements, define use cases, and understand data sources to align product capabilities with compelling customer pain points.
• Serve as Client Advocate: Act as the internal champion for clients within the organization.
• Onboarding Support: Provide support to the Implementation Manager during the customer onboarding process.
• Project Team Collaboration: Partner with internal project teams to define current and projected workflows, translating business requirements into detailed specifications.

Qualifications and Experience

• 8+ years in customer success or a customer facing organization
• Strong leadership skills, including the ability to articulate strategy and establish trust
• Understanding of the fraud and authentication space, specifically experience in fraud prevention, detection, and authentication techniques to real business use cases
• Disruptive thinker who can identify and execute on how best to modify processes to improve outcomes
• Business acumen with a problem-solving attitude, frequently on-the-fly situational adaptation 
• Strong presentation skills with a proven track record of support a sales organization to help facilitate selling/consulting to a network of customers
• Facilitation skills, including ability to facilitate decision-making and broker agreements amongst diverse, differing, and/or conflicting perspectives/priorities
• Proven track record in scaling customer success organization
• Experience in cybersecurity, fintech, or fast-growing startup is required

The anticipated salary pay range for Metro 2 areas for this role is $165,000-$180,000 plus sales incentive plan.