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Customer Success Manager II

1 month, 2 weeks ago
South Africa
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
CRM Salesforce
Apply Now
FinQuery

FinQuery

FinQuery provides top-rated lease accounting & SaaS spend management software, central repository for budgeting, compliance with accounting standards, and Contract & Spend Intelligence for financial visibility.

Internet Software & Services
$40M raised
View All Jobs 3

Description

  • Serve as the primary point of contact for assigned customers throughout the customer lifecycle.
  • Partner with sales and implementation teams to ensure a smooth handoff from presale to post-sale support.
  • Lead proactive customer calls, account reviews, meetings, and webinars.
  • Maintain accurate customer records, action items, and notes in the CRM.
  • Monitor customer health metrics and take corrective action to reduce churn risk.
  • Identify upsell and cross-sell opportunities to drive adoption and net revenue retention.
  • Own customer renewal cycles end to end and coordinate with internal stakeholders as needed.
  • Build Customer Success Plans with customers to define goals, outcomes, and key performance indicators.
  • Manage customer complaints and de-escalations with urgency and internal support when needed.
  • Collect and share customer feedback and product requirements to inform product roadmap decisions.

Requirements

  • 3-4 years of customer success or account management experience in a SaaS or software company.
  • Experience creating success plans and using data to assess customer health.
  • 4-year degree or equivalent experience.
  • Strong written and verbal communication skills.
  • Strong organizational skills and attention to detail.
  • Demonstrated ability to build and maintain customer relationships.
  • Strong analytical and goal-oriented mindset.
  • Ability to recognize upsell and expansion opportunities in customer conversations.
  • Exposure to contract negotiations and renewal discussions.
  • Experience with G-Suite, Salesforce, and/or ChurnZero.

Benefits

  • Annual employee development stipend of $1,000.
  • Mentorship program.
  • Sabbatical program with 4 weeks of leave after 5 years of service.
  • Advancement opportunities based on results.
  • Signing stipend for a work-from-home setup.
  • Paid time off.
  • Parental leave benefits.
  • Fertility and adoption assistance.
  • Annual tutoring stipend for children.

Interested in this position?

Apply directly on the company website

Apply Now

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