Customer Success Manager

onPhase is seeking a Customer Success Manager to drive measurable business value for B2B SaaS customers in financial software domains. The role owns the post-sale customer journey from pre-implementation through renewal, builds customer relationships, monitors customer health, supports growth and renewals, and coordinates with cross-functional teams.

Responsibilities:

• Own the post-sale customer relationship, guiding customers through pre-implementation activities and supporting them through go-live and early adoption to ensure a smooth transition into ongoing success
• Lead investigative conversations with customer stakeholders to uncover goals, challenges, and growth opportunities, and execute customer success plans that deliver measurable business outcomes
• Proactivelymonitorcustomer health(utilizationtrends, CSAT/NPS, qualitative feedback, and operational data)to surface actionable insights,identifysuccess stories worth celebrating, and recommend configuration or process optimizations that increase the value of automation
• Quantify and communicate the business value customers realize fromonPhase, andcultivate referenceable customers
• Proactively surface risks early andleadthe creation of “GettoGreen” plans with clear actions, owners, and success metrics
• Partner with cross-functional teams (Support, Services, Product, Sales, and State/Partner teams) to accelerate issue resolution and protect customer outcomes
• Maintainaccuratehealth and risk forecasts that inform renewal readiness, and partner with Account Management to support the renewal process and protect long-term customer relationships
• Regularly review customer success plans with stakeholders to adjust strategies as needed
• Co-lead Impact Reviews with Account Managers to communicate business outcomes, product value, and forward-looking initiatives
• Identifyexpansion opportunities through investigative discovery and usageinsights, andsurface them to the Sales team
• Provide insight and advocacy to Account Managersto build value-based cases for expansion
• Act as the voice of the customer within the companybysurfacing feedback, insights, and patterns to internal teams to drive product improvements and inform strategic decisions

Requirements:

• 3+ years proven experience in customer success, account management, or a similar customer-facing role in B2B SaaS
• Demonstrated experience driving measurable business value and outcomes for customers, with the ability to translate product capabilities into business impact
• Experience supporting Office of Finance customers (AP, AR, ERP, or financial software)
• Proven track record of partnering across cross-functional teams (Sales, Implementation, Services, Product, Support) to drive customer outcomes
• Experience interpreting customer health signals (usage data, CSAT/NPS, and qualitative feedback) to identify risk and opportunity
• Strong communication and interpersonal skills, with the ability to build rapport and trust with customers, including senior stakeholders
• Excellent problem-solving and conflict resolution abilities
• Detail-oriented with strong organizational skills
• Ability to work independently and collaboratively in a fast-paced environment
• Familiarity with CRM software and other relevant tools
• The ability to navigate ambiguity with structured thinking, clear prioritization, and outcome-driven decision-making
• This role requires up to 15% travel for on-site customer visits and in-person collaboration meetings at our corporate office in the St. Petersburg, FL
• Bachelor's degree in business or a related field
• Background working in both high-growth technology companies and more structured, enterprise-level organizations