Job Description: FinFit is looking for a Client Success Manager to lead its team of Onboarding Agents. As Client Success Manager, you will build and lead the team and ensure that FinFit clients successfully adopt our products and services with a positive experience, driving growth for FinFit through member acquisition.

Job Responsibilities:

• Set the overall vision and strategic plan for the Client Success organization, focusing on driving product adoption, leading a positive customer experience, and driving growth through member acquisition
• Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
• Build and lead world-class team:
  • Recruit and develop a high performing team
  • Develop company-wide customer success processes, content and data to/from stakeholder organizations (Marketing, Sales, Product, etc.)
  • Drive operational practices to track performance of teams and individuals
• Work closely with the COO to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
• Deliver transformational leadership so that team is highly motivated and engaged.
• Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
• This role is focused on customer success management and is not a technical support-related role.

Job Requirements:

• 7 - 10 years of management experience leading teams in a software company
• 5 years experience leading customer success managers, account management, or sales teams. Professional services experience is a plus.
• 3 years experience leading managers of teams in a SaaS or subscription enterprise software company
• Proven experience leading teams, driving new and expansion sales, driving software adoption and leveraging customer success best practices
• Proven ability to develop strategies, translate them into initiatives and track successful delivery
• Demonstrated ability to lead managers and successfully manage teams across cultures, lines of business, and geographies
• Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity