Customer Success Manager

Description

Key Responsibilities

• Customer-Obsessed: You are passionate about driving customer success and ensuring clients receive maximum value from our solutions, always acting as a strong advocate with a balanced view.
• Strategic & Proactive: You have a strategic mindset and are able to independently drive initiatives, manage large portfolios, and foresee potential challenges while implementing effective solutions.
• Collaborative Leader: You excel in working cross-functionally with teams like sales, professional services product, and support, bringing a unified approach to managing complex client relationships and influencing product and business strategies.
• Process-Driven: You possess strong process management skills, able to break down complex challenges, map out clear workflows, and execute solutions to optimize customer outcomes and operational efficiency.
• Strategic Client Relationships: Serve as the primary strategic advoate for an assigned portfolio of clients, ensuring alignment with business goals and driving customer outcomes.
• Customer Success Planning: Develop and execute detailed customer success plans, identifying key milestones, and ensuring measurable value and ROI for customers.
• Proactive Engagement and Relationship Management: Deliver ongoing engagement through regular QBRs, drive feature adoption, and proactively identify opportunities to minimize churn and improve customer satisfaction.
• Cross-Sell and Upsell Initiatives: Work closely with GTM and internal teams to drive revenue growth through cross-sell and upsell opportunities while ensuring client satisfaction and retention.
• Voice of the Customer: Gather client feedback to shape product improvements and advocate for customers’ needs internally, ensuring that their concerns are heard and addressed in product development cycles.

Skills, Knowledge & Expertise

• Experience: 4+ years in customer success, account management, or related roles, ideally within SaaS, tech, or financial services environments.
• Enterprise Client Expertise: Proven success in managing enterprise-tier customers, driving high engagement, and ensuring long-term client retention and satisfaction.
• Tech Savvy: Strong understanding of financial crime prevention technology, SaaS solutions, and the compliance landscape (AML, KYC, sanctions).
• Customer-Centric: A passion for delivering value to customers, and the ability to advocate for their needs while balancing business goals.
• Cross-Functional Leadership: Strong collaboration skills to drive initiatives across multiple teams (sales, product, support, etc.) to maximize customer satisfaction.
• Problem Solving: Ability to identify and address potential customer challenges proactively, breaking down problems and executing solutions efficiently.
• Change Management: Comfortable managing client transitions through product and process changes, change requests and coordinating the necessary training and support.
• Tools & Technologies: Proficiency with CRM and customer success tools (e.g., HubSpot, and a familiarity with APIs, cloud solutions, and data integration.

Why Napier?

• Innovation: Be a part of a forward-thinking company at the cutting edge of AI-powered financial crime prevention.
• Culture: Join a dynamic, diverse, and collaborative team where your ideas will be valued and heard.
• Growth: Play an integral role in a fast-growing global company.

About Napier AI