Sr. Customer Success Manager - Encapture

Continuous is a company dedicated to simplifying complex processes for financial institutions. They are seeking a Sr. Customer Success Manager to manage relationships with large financial institution customers, ensuring retention and driving meaningful outcomes through effective account management and cross-functional collaboration.

Responsibilities:

• Own the relationship, ROI delivery, retention, renewal, and risk management for your assigned accounts
• Understand each customer’s critical outcomes, building relationships that span from day-to-day contacts to the C-Suite, and proactively managing risk before it becomes churn
• Maintain a deep, current understanding of stakeholder sentiment, product usage, ROI attainment, and emerging risks across every account
• Act with urgency when challenges surface and ensure that the business reacts quickly and effectively to customer needs
• Identify opportunities for additional solutions, increased adoption, and strategic growth, partnering with Sales to close those opportunities
• Drive outcomes by digging into each customer’s original reasons for buying, their current state of adoption, and the business results they’re achieving
• Build and execute mutual action plans that close gaps in customer outcomes
• Present business reviews, navigate complexity, and position Continuous as a strategic partner to executives
• Track adoption signals, engagement patterns, renewal timelines, and escalation triggers to manage risk across your portfolio
• Maintain meticulous records in Salesforce, including contact maps, opportunity and pipeline data, health scores, risk indicators, and account histories

Requirements:

• Experience managing complex, multi-solution accounts in a customer success or account management role
• Proven track record of retention and net revenue retention (NRR) within a portfolio of accounts
• Strong understanding of financial institutions, their regulatory environment, and operational complexities
• Ability to build and maintain relationships with C-Suite executives and other stakeholders
• Experience in driving outcomes and managing risk across a portfolio
• Proficiency in CRM tools, particularly Salesforce, with a focus on data accuracy and hygiene
• Strong analytical skills to assess customer metrics and identify opportunities for improvement
• Excellent communication skills, both verbal and written, with the ability to present to executives
• Ability to collaborate cross-functionally with teams such as Implementation, Services, Product, and Finance
• Experience in the lending and compliance sectors of financial institutions
• Familiarity with customer success methodologies and best practices
• Experience in a remote work environment
• Certifications related to customer success or account management