Customer Success Manager

Melio builds B2B payment tools that help small business owners spend less time in the back office and more time on their craft. The Customer Success Manager will manage strategic customer engagement, adoption, retention, and growth while surfacing customer feedback and collaborating cross-functionally to improve the customer experience.

Responsibilities:

• Own all strategic actions associated with customer engagement and retention efforts
• Build dynamic relationships with your customers through meaningful interactions and comprehensive engagements, developing a deep understanding of their business needs to drive retention
• Lead customers through early adoption and proactively shepherded them through lifecycle stages, educating on best practices, removing friction, and accelerating time-to-value
• Continuously evaluate customer health signals and feedback to surface churn risks and growth pathways across the customer lifecycle
• Execute proven sales methodologies to guide strategic customer conversations, deepen discovery, and influence outcomes for the customer and the business
• Share ownership of “one-to-many” motions (e.g. webinars), when required, to support customer education at scale
• Work collaboratively alongside relevant Melio departments to ensure the voice of the customer is constantly elevated in a digestible, actionable format, and that the customer is receiving the utmost support and satisfaction
• Proactively evaluate best practices when it comes to processes and procedures within the Customer Success role; suggest changes or enhancements to existing procedures to ensure the team’s motions are aligned with the goals of customers and the business
• Leverage internal tools, such as Salesforce,Tableau, Outreach, and Gong to ensure effective communication and impact assessment

Requirements:

• Remote (required to live in one of the following states: AZ, CO, FL, GA, IL, MI, MN, NY, NC, TX, UT,VT)
• 3+ years of experience in Customer Success, Account Management, Sales, or any client facing role
• 1+ years experience utilizing a CRM software system, Salesforce preferred
• Experience in a scaled customer success environment, maximizing impact for a large range of clients through scalable motions executed at key moments in a customer's journey
• Proven ability to adopt new technologies and teach others effectively
• Strong communication and sales acumen, with the ability to understand the true needs of the customer, helping them tap into the full value of Melio's platform for their unique business
• Takes an analytical, strategic approach to our customers' success, constantly iterating to improve the whole customer experience
• Excited to bring new processes and procedures to continue to develop the customer journey at Melio
• Enjoys working cross-functionally with other teams across the organization on a diverse range of internal and customer-facing initiatives
• Excellent time-management skills, as well as the ability to remain flexible as the company and role evolves
• Passionate about speaking with and building relationships with small business owners, helping their businesses succeed with Melio
• Has a track record of taking on additional responsibilities outside of their direct scope, showing a natural curiosity
• Experience working with small businesses in an account management or customer success capacity
• Prior experience working in a SaaS environment and/or in the financial technology space