[Remote] Senior Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Total Expert is the purpose-built customer engagement platform trusted by more than 200 financial enterprises. The Senior Customer Success Manager plays a vital role in building strong, strategic partnerships with enterprise customers, helping them realize maximum value and ROI from the Total Expert platform while driving retention and growth.

Responsibilities

• Champion Customer Success: Promote and communicate the full value of Total Expert’s products and services to help customers achieve measurable results
• Understand the Ecosystem: Gain deep knowledge of each customer’s tech stack, system integrations, and dependencies to optimize their use of Total Expert
• Be a Trusted Advisor: Build and maintain long-term relationships by recommending workflows, best practices, and strategic guidance tailored to each customer’s goals
• Drive Retention and Growth: Lead contract renewals and identify upsell or cross-sell opportunities within your portfolio of accounts
• Ensure Customer Satisfaction: Monitor sentiment and engagement to proactively drive retention and reduce risk
• Measure Success: Track and report progress toward the customer’s definition of success, demonstrating clear business value over time
• Develop Executive Relationships: Engage with stakeholders across all levels—including executives—to understand key objectives, challenges, and performance indicators
• Conduct Business Reviews: Lead regular strategic and operational reviews to assess outcomes, alignment, and next steps
• Optimize Processes: Partner with customers to improve efficiencies, streamline workflows, and maximize platform productivity
• Increase Adoption and Engagement: Drive active usage, deliver training, and promote adoption of new features and functionality
• Advocate for the Customer: Serve as the customer’s voice within Total Expert, collaborating cross-functionally to address needs and influence product enhancements
• Document and Report: Maintain accurate and up-to-date records of customer interactions, success plans, and engagement history within our customer success platform
• Contribute to a Growth Culture: Continuously looking for ways to enhance customer experiences and internal processes

Skills

• Self-Starter with Growth Mindset: Ability to work independently with a strong desire to learn, adapt, and grow
• Thrives in Startup Culture: Resilient, resourceful, curious, and energized by a fast-paced, evolving environment
• Tech-Savvy and Passionate: Enthusiasm for technology, innovation, and driving success in a growing SaaS company
• Strategic Relationship Builder: Proven ability to manage complex, multi-divisional, and geographically diverse accounts
• Customer-Centric Mindset: A genuine passion for delivering exceptional experiences and measurable outcomes for customers
• Decisive Problem Solver: Skilled at analyzing complex challenges, identifying root causes, and developing strategic solutions that align with both customer and company goals
• Cross-Functional Collaborator: Experience partnering effectively with Sales, Product, Professional Services, and Support teams to drive success
• Executive Credibility: Ability to communicate and establish trust with stakeholders at all organizational levels, including C-suite executives
• Strong Multitasker: Capable of managing multiple priorities and meeting deadlines under pressure
• Positive and Energetic: High energy, flexibility, and a proactive 'can-do' attitude in the face of challenges
• Excellent Communicator: Outstanding written, verbal, and presentation skills; comfortable translating technical details into business value
• Organized and Analytical: Exceptional time management, problem-solving, and analytical abilities
• Proficient in Tools: Highly skilled in MS Excel, PowerPoint, Word, Outlook, and process mapping tools
• Traveling (15-25%) to customer onsite as well as industry events
• 5+ years of experience in Customer Success, Account Management, or Management Consulting (or a similar client-facing role)
• 3+ years of experience in a SaaS or technology organization
• Experience in financial services, marketing automation, or CRM platforms a plus
• Experience in the mortgage industry preferred
• Experience with the Total Expert platform a plus

Benefits

• Variable compensation based on achievement of quota targets
• Eligible to participate in the Employee Stock Option Plan
• Medical
• Dental
• Vision
• HSA (Health Savings Account)
• FSA (Flexible Spending Accounts)
• Company paid Life Insurance
• Short-Term Disability
• Long-Term Disability
• Flexible Time-Off (FTO)
• Paid Parental Leave
• 401(k) with employer match

Company Overview