Customer Success Manager

Remote (United States)

Job Details

Location: United States

Workplace: Remote

Employment Type: Full time

Experience: 3+ years in a customer-facing role

Core Areas: Customer Success, portfolio management, customer retention, transaction volume growth, data-driven engagement, risk mitigation, CRM, business process adoption

Compensation: $105,000 annual base salary; $40,000 target variable compensation; $145,000 OTE. Variable compensation is uncapped.

About the Role

This opportunity is for a Customer Success Manager responsible for strategically managing a large portfolio of partner practices and driving customer retention and transaction volume growth. The role focuses on customer engagement, training, enablement, portfolio performance, growth opportunities, and risk mitigation while helping customers successfully adopt payment plan technology.

The position requires a data-driven approach to customer success, strong portfolio management, accurate forecasting, CRM discipline, and the ability to act as a trusted advisor. The Customer Success Manager will also gather customer experience feedback, collaborate with internal stakeholder teams such as Product, and continuously improve engagement strategies based on feedback, learning, and experimentation.

What You'll Do

• Develop relationships across a large portfolio of partner practices and drive mutual success through customer retention and growth in transaction volume.
• Proactively use data, insights, and technology to optimize engagement across the assigned partner practice portfolio and maximize desired outcomes.
• Share best practices and enable partner practices to use payment plan technology effectively to support business growth.
• Strategically prioritize time across the portfolio, focusing on the most productive growth opportunities and areas of customer risk mitigation.
• Develop strong industry expertise and use that knowledge to influence business process adoption as a trusted advisor to customers.
• Accurately forecast expected portfolio transaction volume on a regular basis.
• Consistently document and track customer interactions in a Customer Relationship Management system.
• Continuously improve customer engagement strategies by seeking feedback, learning from results, and experimenting with new engagement tactics.
• Take ownership and accountability for personal performance and customer success.
• Strengthen the assigned portfolio by asking customers for referrals whenever appropriate opportunities arise.
• Gather customer experience feedback and share relevant opportunity areas with stakeholder teams such as Product.
• Collaborate with colleagues, give and receive feedback, and contribute to the success of the broader team.
• Approach responsibilities with a strong sense of ownership and accountability.

Qualifications

Required Experience

• 3+ years of experience in a customer-facing role.

Required Skills

• Exceptional verbal and written communication skills.
• Strong interpersonal skills and the ability to connect effectively with customers.
• High attention to detail and the ability to follow procedures accurately.
• Strong commitment to delivering a positive customer experience.
• Comfort working with a variety of software platforms.
• Ability to adapt quickly and troubleshoot issues as they arise.
• Strong problem-solving skills, a can-do attitude, and a desire to outperform expectations.

Preferred Qualifications

• Experience in sales, Customer Success, or Account Management is a plus.

Benefits

• Medical, vision, and dental benefits.
• Remote work throughout the United States.
• Summer and winter company retreats.