The Senior Customer Success Manager ensures long-term customer success, drives adoption, builds relationships, and collaborates cross-departmentally to improve product and user experience.
The role
We are seeking a dynamic, results-driven and customer-centric Sr. Customer Success Manager to join our newly formed Customer Success team, reporting to the SVP, Global Head of Customer Success. The ideal candidate is passionate about customer service, satisfaction, and success, with excellent communication skills. This is an exciting opportunity to play a pivotal role in the development and support of the Customer Success functional rollout.
What you’ll be doing
As a Sr. Customer Success Manager, you will ensure that our customers are set up for long-term success and have a positive experience with our products and services. You will drive customer adoption and loyalty by educating our customers on how to get the most out of Ripjar while building strong relationships throughout the lifecycle of the account.
You can also expect to:
- Build and maintain strong relationships with customers, understanding their specific needs and goals.
- Guide new clients through the onboarding process and ensure they understand how to effectively use the Ripjar product.
- Identify and address potential issues before they escalate, providing solutions and support.
- Collaborate with other departments in the company to achieve customer satisfaction and resolve customer issues in a timely fashion.
- Help customers understand and realize the full value of the product and how it aligns with their goals.
- Track key performance indicators (KPI’s) and provide reports on customer health and satisfaction.
- Lead customer engagement initiatives such as executive business reviews and feature request meetings, etc.
- Collaborate closely with Product and Engineering to improve the product and user experience, based on feedback gathered from customers.
- Work with Sales to identify opportunities to up-sell and cross-sell additional product.
- Enhance customer training programs.
- Support the SVP, Head of Global Customer Success in the build out of the function.
Skills and Experience:
- Degree in computer science, business or relevant experience and authorisation to work in the country of hire.
- 3 -5 years’ experience in system implementation or change management, supporting a range of customers from SMB to Enterprise customers
- Minimum 3 years working in a SaaS and Enterprise software company.
- Minimum of 5 years in a Customer Success Manager/Relationship Manager/Account Manager role.
- Experience working with clients in the AML/KYC domain is preferred.
- Excellent communications and interpersonal skills
- Excellent organisational, analytical and problem-solving skills
- Demonstrated client relationship, communication and presentation skills
- Ability to travel (travel between our office and client premises may be required.
Why we think you’ll enjoy it here:
- Competitive salary DOE.
- 25 days annual leave + your birthday off, rising to 30 days after 5 years of service
- Fully remote working with occasional travel.
- Life assurance
- Private Family Healthcare
- Employee Assistance Programme
- Company contributions to your pension
- Enhanced maternity/paternity pay
- The latest tech including a top of the range MacBook Pro
- Offices equipped with well-stocked pantries with food, snacks and drinks when in the office
Top Skills
Aml
Kyc
SaaS
Similar Jobs
Marketing Tech • Analytics
As a Senior Customer Success Manager, you will manage client relationships, provide strategic guidance on market research, and ensure customer satisfaction and growth.
Top Skills:
Market ResearchSaaS
Information Technology • Legal Tech • Software
As a Senior Client Success Manager, you'll manage high-value client relationships, drive product adoption, and lead cross-functional teams to ensure satisfaction and retention. You'll also provide mentorship to other managers and utilize data insights for strategic improvements.
Top Skills:
Ai TechnologiesCustomer Success MetricsNlpOpen AiSaaS
Software • Energy
The Senior Customer Success Manager will engage with key clients, oversee the post-sales cycle, build the CS function, and drive strategy.
Top Skills:
APIsProduct Management
What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
