Customer Success Manager

Role Overview

seasoned Customer Success Manager

Key Responsibilities

Client Success Ownership

• Manage a portfolio of high-value enterprise clients across banks, PSPs, and large merchants.
• Lead onboarding, adoption, and ongoing engagement to ensure customers achieve measurable outcomes with Optimus.

Strategic Growth

• Identify and execute on cross-sell and upsell opportunities (e.g., new connectors, compliance modules, analytics features).
• Partner with Sales to drive renewals and expansion revenue.

Lifecycle Management

• Design and execute proactive engagement, renewal strategies, and retention initiatives.
• Monitor customer health scores, usage metrics, and satisfaction trends to mitigate churn risk early.

Insight-Driven Engagement

• Use data analytics to identify adoption gaps, reconciliation bottlenecks, and compliance risks.
• Recommend solutions that enhance operational efficiency and customer ROI.

Stakeholder Collaboration

• Partner with Product, Engineering, and Delivery teams to align customer needs with roadmap priorities.
• Act as the voice of the customer in shaping product evolution.

Process Optimization

• Continuously refine onboarding, training, and support workflows to shorten time-to-value.
• Drive repeatable success playbooks for enterprise-scale deployments.

Customer Advocacy

• Build and maintain trusted executive relationships with CFO, COO, and Risk/Compliance leaders.
• Develop referenceable customers, case studies, and advocacy programs.

Qualifications

• 12+ years

  of experience in Customer Success, Account Management, or Client Services in SaaS, fintech, or enterprise technology.
• Proven success managing

  large enterprise accounts

  and driving measurable outcomes (retention, NPS, expansion revenue).
• Strong understanding of

  financial operations, reconciliation, and digital finance transformation

  .
• Executive-level communication, presentation, and stakeholder management skills.
• Proficiency with

  CRM tools

  (Salesforce, HubSpot) and

  CS platforms

  (Gainsight, Totango, Planhat).
• Analytical and data-driven mindset; able to interpret dashboards and translate insights into strategy.
• Bachelors degree in Business, Finance, or related field;

  MBA preferred

  .