Senior Customer Success Manager

About Engageware

Engageware helps financial institutions and enterprises provide seamless, customer-centric experiences through an AI-powered platform offering appointment scheduling, virtual assistants, and customer engagement solutions. Our platform enhances digital and in-person interactions, streamlining customer journeys across multiple touchpoints.

About the Role

As a Customer Success Manager, you will deliver a high-value Customer engagement to improve adoption and Customer satisfaction. The Engageware CSM supports the ongoing engagement, success, and growth of Engageware’s Customer base.   You are passionate about creating a positive Customer experience and excited to roll up your sleeves to make Customers successful. Travel is required.

Key Responsibilities

Responsible for a portfolio of ~40/50 Customer accounts for the health, adoption, renewal and ongoing management of Engageware solutions

Maintain consistent Customer engagement and communication

Experience leading on-site strategic business reviews and executive presentations

Conduct Quarterly Business Reviews with customer Executive leadership, maintain accurate record of discussions and action items.

Effectively manage project schedules and expectation setting, prioritize project tasks, and delegate task execution

Monitor and gauge the Customers’ level of engagement with the products and services and provide feedback to cross-functional groups

Collaborate and work closely with the Renewal Manager to renew customer contracts and expansion opportunities

Collaborate with Sales team on account strategy and help identify opportunities to drive adoption, expansion and cross sell

Provide data-driven insights to help maximize adoption and value of the solutions and develop and implement client-specific workflow procedures related to content analyses & business problem-solving

Primary point of contact for the Customer and an escalation point for system questions, critical tasks/dates, software releases, feature / function related questions, etc.

Coordinate with Customer Operations team (Support, Operations, Product, Development, Tech Services) to ensure the ongoing service and support for the Customer portfolio

Represent the voice of the Customer to help influence Product, Marketing, and Sales priorities

Update and manage key metrics in the following areas for each Customer in an account portfolio:

Customer/Product health (RAG status) and overall account status

Track customer metrics to ensure upward trends; create mitigation plans when metrics descend

Cadence

Account management information and statistics

Usage of Engageware products

Voice of Customer

What we’re looking for in the ideal candidate:

5 years as a CSM supporting customers in Financial Services and Wealth Management vertical

Superior written and oral communication skills

Detail oriented, meticulous record-keeping, highly organized

Ability to manage multiple and concurrent (often competing) priorities

Ability to understand and speak to different audiences (internal and external)

Advanced critical thinking and problem-solving skills, focus on continuous improvement

Proven track record in a Customer-facing role

Exceptional collaboration skills

Empathetic and positive attitude with a desire to make Customers successful

Qualifications

Post-secondary degree or relevant experience

Technical competency and aptitude with software applications, tools, and internal systems

8+ years in Customer Success, Account/Relationship Management, or similar roles

Travel is required