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Senior Client Success Manager

Posh

This job is no longer accepting applications

See open jobs at Posh.See open jobs similar to "Senior Client Success Manager" Underscore VC Portfolio Opportunities.

Customer Service

United States · Remote

Posted 6+ months ago

As a Senior Client Success Manager, your main priority will be to ensure your portfolio of clients are getting the most out of their Posh partnership and will work to continue deepening the partnership with clients over time. You will join a talented Client Solutions team that includes Client Success Managers, Product Implementation Managers, Technical Support, and Software Engineers that all work together, with you, to partner effectively with our clients to build and customize products that meet client needs. Acting as a trusted advisor and partner, you will ensure that our clients deploy high-quality, thoughtfully-produced conversational AI to serve the needs of their bank customers and credit union members. You will share best practices with clients, ensuring continued optimization, resulting in our clients getting the most value out of our products.

Financially, you will ensure that our clients renew their contracts with us and you’ll also qualify, scope, and close cross-sell and upsell opportunities. Internally, you’ll act as the “Voice of the Client,” ensuring we make informed decisions as to what to build next. If you enjoy building relationships, acting as a strategic advisor, and digging in to do really impactful work, you will love this job!

What you will do

Strategic Client Partnership
Serve as a trusted strategic advisor to a portfolio of about 20 clients, helping them uncover innovative use cases, adopt industry-leading best practices, and ensuring each client realizes the value of our solutions
Develop and execute comprehensive account plans that align our solutions with clients' long-term business objectives
Proactively identify potential challenges and opportunities within client accounts, crafting strategies to mitigate risks and capitalize on growth potential
Implementation & Adoption
Oversee complex multi-phase product deployments, ensuring they're executed on time and exceed client expectations
Collaborate cross-functionally with Content Designers, Product Implementation Managers, Product Managers and Engineering teams to orchestrate seamless go-live experiences
Design materials and lead high-impact alignment / kick-off meetings, business reviews, & strategy sessions tailored to C-suite and senior stakeholders
Serve as the product expert and lead training sessions to educate your day-to-day contacts
Meet with clients on a regular basis post-deployment to ensure their continued engagement, retention, and growth
Revenue Growth
Spearhead upselling and cross-selling initiatives, consistently achieving quarterly and annual revenue targets
Collaborate with internal stakeholders on pricing strategies and contract structures that maximize value for both clients and our organization
Product Influence
Serve as the voice of the client within our organization, advocating for their needs to Product & Engineering
Play a key role in shaping our Product Roadmap by gathering client feedback, market trends, and competitive insights
Partner with Product to design and conduct user research, translating findings into actionable product enhancements, and facilitate rollout of new features
Operational Excellence
Assist in creating scalable frameworks, playbooks, and best practices that elevate the performance of the entire Customer Success organization

Who you are

5+ years of Client Success Experience at a SaaS company, in Fintech, and/or in a financial institution
Excellent communication and interpersonal skills
Has proven strategies for managing difficult situations with clients
Adept at communicating and partnering cross-functionally with Sales, Product & Engineering teams
Previous success upselling and cross-selling
Effectively able to straddle high-level strategic mandates with daily operational tasks
Comfort using data to prove value and derive meaningful insights for clients
Operations guru with experience creating frameworks and playbooks from scratch and creating order from chaos
Ready to roll up your sleeves and get stuff done!

Bonus points

Experience in Financial Services
Experience with Conversational AI
Experience working with Jira, Salesforce, Tableau, etc.

Posh is a fast-growing, award-winning SaaS company revolutionizing the way financial institutions serve their communities. Backed by top-tier investors and with over $45 million in funding, we're making customer support more accessible, fast, and enjoyable through innovative AI solutions. Our AI assistants enhance both digital and voice channels, empowering staff and delighting customers. Come build with us and shape the future of AI in fintech.