Customer Success Manager
Customer Success Manager
Customer Success Manager
casap
Casap is a Series A startup based in San Francisco, focused on automating disputes and combating friendly fraud in the banking sector. They are seeking a Customer Success Manager to manage relationships with banks, credit unions, and fintechs, ensuring customer satisfaction and driving product adoption. The role involves collaboration with various teams to advocate for customers and improve the platform.
Qualification
- 3–6 years of experience in a Customer Success, Account Management, or Customer Experience role at a B2B SaaS company.
- Strong relationship management skills with a track record of supporting mid-market or enterprise clients in high-touch environments.
- Experience working with technical products or integrations, ideally in fintech, regtech, or working with financial institutions.
- Familiarity with APIs, ERPs (e.g., NetSuite, QuickBooks), or financial system workflows is a plus.
- Highly organized, detail-oriented, and able to manage multiple customers and priorities in a fast-paced, early-stage environment.
Responsibility
- Manage Customer Relationships: Own a portfolio of customer accounts from go-live through renewal, building strong relationships and ensuring satisfaction.
- Drive Product Adoption: Guide customers through onboarding milestones, usage best practices, and product updates to maximize impact and long-term success.
- Deliver a White-Glove Experience: Serve as a proactive resource and problem solver, resolving issues quickly and professionally.
- Support Growth & Retention: Monitor customer health, identify risks or upsell opportunities, and partner with Sales to support renewals and expansions.
- Advocate for Customers Internally: Gather product feedback, surface customer pain points, and work cross-functionally with Product and Engineering to improve the customer experience.
- Contribute to CS Playbooks: Help build and improve internal processes, knowledge bases, and engagement strategies to scale customer success at Casap.
- Represent Casap with Credibility: Communicate confidently with both technical users and executive stakeholders across financial institutions.
