Customer Success Manager

Role Overview:

As a Customer Success Manager, you will play a pivotal role in onboarding customers and ensuring they transition their corporate spending to Dash.Fi seamlessly and efficiently. You will guide new customers to move substantial spend volumes onto our platform within the shortest possible time while identifying opportunities to expand charge volume among existing clients. Your efforts will focus on managing core clients, enhancing product adoption, improving retention, and driving long-term customer satisfaction. 

Key Responsibilities:

1. Customer Onboarding & Optimization:
2. • Lead end-to-end customer onboarding, ensuring smooth account setup and integration.
   • Develop tailored implementation plans to optimize customer ramp-up periods and minimize time to first dollar spent.
   • Train clients on product features and best practices to maximize spend transition.
3. Growth and Retention:
4. • Proactively identify opportunities to increase charge volume within existing accounts.
   • Collaborate with cross-functional teams to design and implement strategies that improve client retention and engagement.
   • Act as the primary point of contact during the implementation phase, fostering strong customer relationships.
5. Process Improvement:
6. • Monitor key performance metrics such as time-to-live and customer satisfaction during onboarding.
   • Provide feedback to product and development teams to address client needs and refine the Dash.fi offering.
   • Develop and execute playbooks for optimizing client onboarding and improving team processes.
7. Sales Enablement:
8. • Partner with the sales team to equip them with resources and insights for successful pre-onboarding and pipeline planning.
   • Communicate client feedback and implementation outcomes to inform future sales strategies.
9. Account Management:
10. • Act as the primary point of contact for assigned accounts, fostering strong, long-term relationships with key stakeholders to ensure client satisfaction and loyalty.
    • Regularly review account performance, including spend volume and product usage, to identify opportunities for optimization, growth, and risk mitigation.
    • Collaborate with clients to uncover expansion opportunities, such as increasing charge volumes or successful referrals, while ensuring retention through proactive engagement.
    • Partner with internal teams (Sales, Product, and Support) to address client feedback, escalate issues, and advocate for solutions that align with both client and company goals.

Qualifications:

• Experience:
• • 3-5 years in implementation, customer success, or project management, preferably within fintech or SaaS environments.
  • Proven ability to manage complex client accounts and deliver results against KPIs like spend volume growth and retention.
• Skills:
• • Strong project management and organizational skills, with the ability to manage multiple clients simultaneously.
  • Exceptional communication and interpersonal abilities to navigate client interactions and align internal teams.
  • Technical acumen, including familiarity with APIs, integrations, and data analysis tools (e.g., Tableau, Salesforce).
  • Leverage tools such as Google Sheets, Looker, and developer tools to analyze client data, track project progress, and troubleshoot technical issues during implementation and ongoing account management.
• Education:
• • Bachelor's degree in Business Administration, Finance, or a related field (MBA preferred).