We're seeking a seasoned professional to spearhead customer success initiatives and drive real results with senior stakeholders.
job description
this is an exciting opportunity for a strategic operator to join our team as a senior customer success manager. As a trusted advisor, you will own the customer experience from deal close through renewal, helping high-value clients modernize their finance operations, adopt transformative workflows, and unlock measurable roi.
you'll be the long-term partner and internal advocate for your customers, guiding adoption strategy, aligning stakeholders, and unblocking value throughout the journey. This role requires someone who can lead with outcomes, influence cross-functionally, and act as a force multiplier for both the customer and the business.
you'll regularly engage with executive-level stakeholders to connect our platform to their strategic initiatives, helping shape transformation efforts from both an operational and financial lens.
key responsibilities
* own outcomes across the customer journey — from deal close through renewal.
* build and maintain strategic relationships with key finance and ar/ap stakeholders, understanding their kpis and operational goals.
* monitor onboarding progress from a strategic perspective, ensuring configuration aligns to long-term success and flagging potential risks as needed.
* lead adoption of core workflows and features, ensuring customers scale processing toward tier targets.
* monitor customer health signals and intervene early to mitigate risk, leveraging structured retention strategies and cross-functional collaboration.
* deliver quarterly business reviews, roi updates, and usage insights that reinforce value and uncover opportunities for automation and optimization.
* partner with the customer growth team on expansion and renewal strategy, while maintaining a value-first approach to customer success.
* serve as the internal advocate for your customers across product, support, engineering, and business operations.
qualifications
* 5+ years in customer success, account management, or solution consulting in a saas or fintech environment.
* strong understanding of accounts receivable operations and kpis (e.g., dso, unapplied cash, reconciliation workflows).
* experience working with erp platforms (netsuite, oracle, sap, sage, etc.) in a customer-facing or consultative role.
* familiarity with payment processing systems, ar automation tools, and enterprise finance transformation initiatives.
* proven ability to engage with mid-market to enterprise customers and influence outcomes across business and technical stakeholders.
* comfortable with roi storytelling, usage analytics, and value realization frameworks.
* experience with systems like totango, salesforce, hubspot, or equivalent crms or customer success platforms.
* bonus: background in change management, implementation best practices, or large-scale digital transformation.
you're a fit if you:
* can confidently communicate complex ideas to diverse audiences.
* excel at building strong relationships and influencing stakeholders.
* are passionate about driving business growth and customer satisfaction.