What are the responsibilities and job description for the Customer Success Manager position at Anchor?
At Anchor, we’re transforming B2B payments with our innovative, automated billing and collections platform. By simplifying financial workflows, we enable businesses to focus on what they do best.
Our Customer Success team plays a key role in this mission, ensuring customers thrive with our solutions. As a Customer Success Manager, you will be the primary contact for customers, collaborating with sales and product teams to optimize processes using AI and delivering exceptional experiences. Taking a consultative approach, you’ll identify opportunities, address unique needs, and guide customers in maximizing the value of Anchor’s platform.
This is a unique chance to make an impact in a fast-paced fintech environment and contribute to our mission of simplifying business operations. With heart, grit, and ownership, you’ll help create exponential value for both our customers and Anchor’s continued growth.
This position is hybrid-based in Austin, TX (4 days from the office, 1 day from home).
Responsibility
- Own the entire customer journey (onboarding, adoption, training, and expansion)
- Proactively identify opportunities to streamline the customer journey and grow your portfolio
- Seek to understand the ‘why’ and ask the right questions to build and maintain strong relationships with clients, resulting in a trusted partnership
- Train and educate customers on how to effectively utilize Anchor’s products and services
- Build and maintain strong, long-lasting customer relationships and serve as the primary point of contact for your customers, ensuring timely and effective communication and issue resolution.
- Leverage data and performance metrics to optimize the customer experience, understand & achieve client goals, evaluate the health of your clients, and identify pain points
- Ensure all customers complete the required technical setup efficiently and according to project plan and timeline.
- Work closely with the Sales, Product, Marketing, and Engineering teams to ensure smooth product adoption, quick issue resolution, and overall customer satisfaction.
- Represent the voice of the customer and provide the relevant teams with insights about the product and users’ needs.
- Experience working closely with business owners and senior leadership.
Requirements
- 3-5 years of customer-facing experience; consulting and/or accounting experience (team lead experience- advantage).
- Background in accounting, finance, and/or economics, business administration - MUST
- Proficient in Microsoft Excel - a must.
- Experience with upsell and expansion targets (Sales and/or post-sales experience - advantage)
- Experience building collaborative relationships with customers & colleagues
- Ability to prioritize while managing multiple projects and initiatives in a fast-paced, changing environment
- Superb customer-facing presentation and communication skills.
- Excellent analytical skills with the ability to translate data into insights.
- Strong organizational skills, attention to detail, and ability to meet deadlines with ownership.
- Positive attitude, high energy, and a drive to succeed
Extra
- Proficiency in tools such as HubSpot, Intercom, Jira, Slack and other CS tools (e.g., Zendesk).
- Experience in B2B & B2B2C Self-Serve SaaS.
- Fintech/Payments industry background.