Customer Success Manager

Role Overview

We are seeking a customer-focused Customer Success Manager who can build strong client relationships, conduct frequent customer visits, and deeply understand customer challenges in their day-to-day Treasury or Trade Finance operations. The role goes beyond technical supportit focuses on problem discovery, customer experience, product adoption, and ensuring our solutions deliver real business value.

Key Responsibilities

Customer Engagement & Relationship Management

• Conduct regular on-site customer visits to understand customer workflows, operational challenges, and product usage gaps.
• Build strong relationships with finance, operations, and IT stakeholders, ensuring high retention and customer satisfaction.
• Serve as the primary customer advocate internally, representing customer priorities to Product, Software, and Support teams.

Understanding Customer Problems

• Perform deep-dive analysis into functional and operational issues raised by customers.
• Understand end-to-end Treasury / Trade Finance processes to identify root causes and improvement areas.
• Document customer pain points, recurring issues, and functional gaps and provide actionable insights to internal teams.

Customer Success & Enablement

• Drive customer onboarding, training, and adoption of features for maximum utilization of the product.
• Provide Level 1/2 functional support where needed and coordinate with technical teams for complex issue resolution.
• Monitor customer health, usage patterns, and feedback to proactively identify risks and improvement opportunities.
• Conduct business reviews, process audits, and product walkthroughs to strengthen customer engagement.

Cross-Functional Collaboration

• Work closely with implementation, engineering, and QA teams to ensure timely and quality resolutions.
• Consolidate customer insights and recommend product enhancements or process improvements.
• Maintain and update functional documentation, SOPs, and knowledge base articles relevant to customer teams.

Required Skills & Experience

• 3-5 years of experience in Customer Success / Account Management.

• Strong understanding of Treasury operations or Trade Finance workflows (highly preferred).

• Ability to conduct structured customer visits, gather insights, and translate them into clear action plans.
• Excellent communication, relationship-building, and problem-solving skills.
• Ability to collaborate with technical and non-technical stakeholders.
• Familiarity with CRM or ticketing tools (Jira, ServiceNow, Salesforce, Zendesk, etc.).
• Bachelors degree in engineering, finance, computer science, or related field.

Preferred Attributes

• Experience working with financial systems, treasury platforms, or trade finance solutions.
• Strong analytical mindset with customer-first thinking.
• Patience, empathy, and ability to manage challenging conversations.
• Exposure to enterprise product environments and cloud-based solutions.