Senior Customer Success Manager

1 month ago
Full-time
Senior
Customer and Technical Support
Total Expert

Total Expert

Total Expert is a fintech company offering a purpose-built customer engagement platform for financial institutions, enabling seamless marketing, compliance, and customer relationship management to drive growth and loyalty.

Diversified Financial Services
251-1K
Founded 2012
$86M raised

Description

  • Promote and communicate the full value of Total Expert’s products and services to help customers achieve measurable results.
  • Build and maintain long-term strategic relationships with enterprise customers as a trusted advisor.
  • Learn each customer’s tech stack, system integrations, and dependencies to optimize platform usage.
  • Lead contract renewals and identify upsell and cross-sell opportunities across assigned accounts.
  • Monitor customer sentiment and engagement to proactively reduce risk and improve retention.
  • Track, report, and demonstrate progress toward customer success metrics and business value.
  • Develop relationships with stakeholders at all levels, including executive and C-suite contacts.
  • Lead regular business reviews to assess outcomes, alignment, and next steps.
  • Partner with customers to improve efficiencies, streamline workflows, and increase platform productivity.
  • Drive product adoption through training, engagement, and promotion of new features.
  • Advocate for customer needs internally and collaborate cross-functionally on solutions and product improvements.
  • Maintain accurate records of customer interactions, success plans, and engagement history.
  • Continuously improve customer experience and internal processes.

Requirements

  • 5+ years of experience in Customer Success, Account Management, Management Consulting, or a similar client-facing role.
  • 3+ years of experience in a SaaS or technology organization.
  • Experience in the mortgage industry is preferred.
  • Experience with the Total Expert platform is a plus.
  • Experience in financial services, marketing automation, or CRM platforms is a plus.
  • Proven ability to manage complex, multi-divisional, geographically diverse accounts.
  • Ability to communicate effectively with stakeholders at all organizational levels, including C-suite executives.
  • Strong written, verbal, and presentation skills, including the ability to translate technical details into business value.
  • Highly skilled in MS Excel, PowerPoint, Word, Outlook, and process mapping tools.
  • Must be authorized to work for any employer in the U.S.; visa sponsorship is not available.
  • Ability to travel 15-25% for customer onsite visits and industry events.
  • Experience partnering with Sales, Product, Professional Services, and Support teams is preferred.

Benefits

  • Base salary range of $95,000 - $105,000 annually.
  • Eligible for variable compensation based on achievement of quota targets.
  • Employee Stock Option Plan eligibility.
  • Medical, Dental, and Vision insurance.
  • HSA and FSA accounts.
  • Company-paid Life Insurance, Short-Term Disability, and Long-Term Disability coverage.
  • Flexible Time-Off (FTO).
  • Paid Parental Leave and 401(k) with employer match.

Interested in this position?

Apply directly on the company website

Apply Now

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