Customer Success Manager

Location: Boca Raton

finally | No comp given

Steph's Notes:

As an integral part of our team, you will be the main contact for our customers for renewals, upsells, escalations and promoting value.

Okay, cool, this all makes sense, seems normal...

This is a Junior level position so previous CSM experience is not required but preferred.

Um, but as the main contact for customers, are you sure having someone with no previous CSM experience is wise?

You will own a book of 300-500 accounts where you are responsible for the overall net retention.

Holy shit, are you trying to kill this new hire? This very junior, main point of contact new hire? Why? Why are you doing this?

Ability to work under pressure in a deadline-driven, team-oriented environment

And by "ability to work under pressure" they mean okay with slowly being crushed under the weight of expectations, inexperience, and your 300-500 accounts until you're a tiny, person-shaped material denser than osmium.

Ability to adapt to different customer personalities and situations during outreach.

"Okay with being screamed at." This pretty much always means "okay with being screamed at."

Alright, I need to be dead serious right now: please know that when companies say roles like this are "junior," they don't mean that they actually want to hire someone early in their career and then develop them professionally over time.

They want someone who 1) doesn't know any better and 2) is suitably dispensable. They want someone who doesn't feel like they can say no, who won't stop until it's way too late for their mental and physical health, and who is easy to get rid of once their usefulness has ended. Jobs like this are bad news, as are the companies that are creating them. Run away.

Original Job Description: Customer Success Manager

About finally

finally is one of America’s fastest-growing and most exciting fintech companies, focused on being the premier financial automation platform for SMBs. Our innovative product suite integrates Credit & Banking, Billing & Invoicing, Bookkeeping, and Taxes, all harmonized through cutting-edge artificial intelligence to aid Small to Medium-sized businesses. Finally aims to declutter financial operations, providing businesses with a seamless financial journey, allowing them to focus on what truly matters – their growth.

We’re headquartered in sunny South Florida and we raised $200 million dollars just in 2024 to bolster our growth, to innovate, and to continue to serve our customers. Our company has more than 200 individuals today, spread between 3 offices, and we look forward to continuing to grow the team.

We are seeking a highly motivated and dynamic Customer Success Manager to join our team. As an integral part of our team, you will be the main contact for our customers for renewals, upsells, escalations and promoting value. This role requires excellent communication skills, and a passion for building long-lasting customer relationships. This is a Junior level position so previous CSM experience is not required but preferred. 

Responsibilities:

• You will own a book of 300-500 accounts where you are responsible for the overall net retention.
• Promote the value of the product and service via the customer journey
• Upsell services and products with the brand image
• Assist in creating training courses and educational materials 
• Assist with customer escalations and work alongside the team to provide resolutions for your customers. 
• Collaborate closely with the sales team, marketing, and other departments to align strategies and optimize the customer's experience.
• Stay up-to-date with industry trends, product knowledge, and sales techniques to improve performance and stay ahead of competitors.

Requirements:

• 1-2 years in a Customer Facing Role. 
• A strong work ethic and exceptional organizational skills and willingness to learn
• Ability to work under pressure in a deadline-driven, team-oriented environment
• Knowledge of billing systems and customer relationship management software, preferably Salesforce
• Strong Microsoft Excel skills (including pivot tables and v-look ups)
• Proven ability to provide direct, proactive, and prompt response to customer issues, resolutions, and process cancellations when appropriate.
• Strong verbal and written communication skills, 
• Highly self-motivated and driven to achieve and exceed targets.
• Ability to adapt to different customer personalities and situations during outreach.
• Familiarity with CRM software (Salesforce) 
• Ability to work collaboratively within a team-oriented environment.
• Strong organizational and time management skills to efficiently handle multiple tasks and priorities.

Nice to have’s:

• Understand basic accounting principles and functions in addition to how businesses manage cash flow, and a basic understanding in economics.
• A background in Banking, Finance, and Accounting.
• B.A, B.S or equivalent experience
• Spanish Speaking

Working Schedule:

This is a full-time, in-office position with a 5-day workweek. Office hours are typically from (9:00AM - 6:00 PM) from Monday to Friday.

Benefits

• Health insurance
• Dental insurance
• Employee stock purchase plan
• Paid time off
• Paid training
• Vision insurance