Customer Success Manager – SMB & Mid-Tier Accounts

Connect with Quadient

At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes. Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other. It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels .

People-powered 

As a key member of the Customer Success team, you will drive revenue growth and customer strategy. This role focuses on ensuring customers successfully adopt our products, leading to higher engagement, retention, and reduced churn. You will create and manage adoption programs, enabling the team to focus on core KPIs. Responsibilities include managing adoption, expansion, and renewals, increasing product usage and satisfaction, and achieving net revenue retention above 100%. You will monitor customer health, conduct business reviews, define long-term customer journeys, and focus on upselling digital solutions and securing renewals.
 

Your Role in our Future:

• Adoption, Expansion, and Renewals: Drive the adoption, expansion, and renewals for our enterprise customers at Quadient.
• Customer Engagement: Ensure customers fully adopt and utilize our software solutions, increasing usage and satisfaction.
• Growth Opportunities: Develop strategies to expand product usage, leading to customer renewals and retention.
• Revenue Retention: Achieve net revenue retention targets, adoption targets, and pipeline generation targets
• Customer Health Monitoring: Regularly monitor customer health, conduct business reviews, and define long-term customer journeys.
• Proactively identify and mitigate churn risks.
• Directly influence customer retention and expansion through strategic initiatives.
• Ensure customers adopt and effectively use our software solutions.
• Develop and execute strategies to drive usage and expansion of our solutions.
• Define and implement long-term customer journeys to deepen and broaden solution usage.
• Identify and execute cross-sell opportunities.
• Manage and grow accounts with a focus on revenue growth and customer strategy.
• Lead large-scale engagement strategies to ensure customer satisfaction and loyalty.
• Conduct regular business reviews and monitor customer health.
• Proactively manage accounts with minimal oversight.
• Collaborate cross-functionally with sales, product, and support teams to deliver exceptional customer experiences.
• Coordinate solution development efforts that best address customer needs.
• Update and maintain customer account data in CRM or internal tracking tools with the most relevant account details.
• Maximize Customer Value: After establishing a strong operational and payment strategy foundation, the Customer Success Manager will ensure customers fully leverage the product’s capabilities, increasing customer satisfaction and product engagement.
• Measured by Forecasted Growth: The Customer Success Manager will be evaluated based on forecasted growth by program, ensuring adoption efforts contribute directly to customer engagement, driving product usage, and improving retention.
• Ensure our customers maximize the full potential of our Digital SaaS solutions, leading to increased adoption, engagement, retention, and customer satisfaction.
• Develop and implement strategies for customer adoption, expansion, and retention.
• Conduct regular business reviews to assess and improve customer health.
• Collaborate with cross-functional teams to enhance customer experiences and outcomes.
• Identify and mitigate churn risks proactively.
• Define long-term customer journeys to ensure deeper and broader usage of solutions.
   

Your Profile:

• Minimum of 5 + years in customer success or similar role, with a strong focus on mid-to-enterprise level accounts.
• Proven track record of managing senior leader relationships and driving account growth.
• Demonstrated success in developing and executing customer engagement strategies.
• Advanced negotiation and stakeholder management skills.
• Deep industry knowledge and the ability to apply it to customer strategies.
• Strong strategic planning and data-driven decision-making abilities.
• Excellent communication and interpersonal skills.
• Bachelor’s degree in business, or a related field.
• Proven ability to work in a fast-paced, dynamic environment.
• Strong analytical and problem-solving skills.
• Proven Customer Success adoption and retention strategies is required.
• Strong experience in the financial technology industry and payments experience are a plus.
   

This position has a target base salary of:

$110,000.00

and annual commission target of:

Quadient, Inc. has target base salary and target incentive compensation for our sales roles, that are based on function, level, and scope. To provide greater transparency to candidates, we share these targets on all job postings. Final base and incentive offers are determined by multiple factors, which may include (but are not limited to) geographic location and candidate experience and expertise. As such, they may vary from the targets listed.

Rewards & Benefits

Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.

Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.

Inclusive Community: Join diverse communities and engage in our Philanthropy program.

Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.

Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.

Be yourself at Quadient

Our values define how we work as a team: Empowerment, Passion, Inspiration and Community.  They inspire us to be EPIC. Together. What makes Quadient different is how different we are. We’re a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture that embraces differences and values every voice.

We will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at [email protected]

Quadient is an Equal Employment Opportunity Employer*: We believe that diversity brings benefits to our customers, our business, and our people so we are committed to being an inclusive employer. We encourage applications from all suitable applicants, regardless of background.  We firmly believe in zero discrimination in employment on any basis, including gender, race, ethnicity, religion or belief, national origin, age, disability, marital status, sexual orientation, gender identity, citizenship status, veteran status, and any other protected characteristics.

*This includes being an Affirmative Action Employer in the United States.