: Customer Success Manager
51 Melcher St,
Boston, MA 02210


Job OverviewThe Customer Success Manager position is a consultative, client-facing role essential to the successful onboarding, training and long-term management of our clientele. You will collaborate with our customers to understand their M&A goals and help them achieve their objectives by leveraging our platform. As part of the Customer Success team, you will provide client services to customers, while expanding platform best practices, improving internal processes, and furthering the business units development. You will ensure the customers long-term success by bridging the gap between their status quo and an industry leading M&A management process.Responsibilities and Duties

Own all aspects of your own portfolio of customers (10-50, depending on the size)

o Onboard, train, and support change management for new customers

o Support existing customers by responding to inquiries, training on new features, sharing best practices, encouraging new uses cases

o Minimize churn and help maximize upsell/expansions

o Participate in the renewal process for all non-key account customers

o Assist with challenging client requests or issue escalations as needed

o Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders

Support the sales cycle as needed, e.g.,

o Provide product, training, change management, and support expertise

o Onboard trial prospects

o Share best practices and relevant experiences from other customers

o Collaborate with sales & account management teams to identify and grow opportunities

Work with our Marketing team to:

o Ensure that Midaxos content (e.g., website, blogs, articles, videos) is valuable and impactful for all target markets, buyer personas, and sales process stages

o Contribute to the Midaxo Resource Library (e.g., best practice sharing webinars)

o Develop additional compelling use cases and create, maintain, and improve user guides and FAQs

Support the process of maintaining and improving the customer success teams impact cross functionally within the organization. Examples include: Midaxo master best practice account, customer health surveys, services catalog, deployment and presentation collateral.

Document and track all activities related to the customers journey with our CRM.

Qualifications and skills Bachelors degree required

1+ years of experience in either M&A, consulting, investment banking, change management, fintech customer success

3-5 years of SaaS, CSM/Account Management Experience

3+ years of direct client facing experience

Solid experience with CRM software (e.g. Salesforce) and MS Office (particularly MS Excel)

Excellent listening and presentation abilities

Demonstrable experience in managing accounts and exceeding customer expectations

Experience delivering revenue numbers and producing accurate forecasts

Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy

Driven nature and desire to grow a business

Excellent business acumen, communication, presentation and negotiation skills

Strong written and verbal communication skills in English is essential

Requirements

Qualifications and skills

  • Bachelors degree required
  • 1+ years of experience in either M&A, consulting, investment banking, change management, fintech customer success
  • 3-5 years of SaaS, CSM/Account Management Experience
  • 3+ years of direct client facing experience
  • Solid experience with CRM software (e.g. Salesforce) and MS Office (particularly MS Excel)
  • Excellent listening and presentation abilities
  • Demonstrable experience in managing accounts and exceeding customer expectations
  • Experience delivering revenue numbers and producing accurate forecasts
  • Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy
  • Driven nature and desire to grow a business
  • Excellent business acumen, communication, presentation and negotiation skills
  • Strong written and verbal communication skills in English is essential

Benefits

  • Competitive compensation
  • Equity for all our employees
  • Health, dental, and vision plans
  • 401k
  • A collaborative, flexible work environment
  • An exciting, diverse, and supportive international team
  • The opportunity to be part of a company that is revolutionizing the way M&A is done
  • Easy-going, enthusiastic, open, but very results-driven culture
  • As this is an independent role, we are looking for a self-starter with flair!
Full-time