Sr. Manager, Client Success

Job title:

Sr. Manager, Client Success

Company

FundThrough

Job description

FundThrough is looking for an experienced Client Success (CS) leader with a passion for growing and leveraging CS to maximize revenue opportunities. The Sr. Manager, Client Success will be responsible for building a strong CS function, defining objectives and timelines, establishing repeatable, data-driven practices, and overseeing initiatives that drive meaningful revenue and retention.Reporting to the Head of Revenue, the ideal candidate will operate at a strategic level to uncover new revenue opportunities and enhance the experience for existing clients.Responsibilities:

• Lead a high performing and motivated Client Success team (Account and Key Account Managers), creating an innovative, results-driven, and vibrant culture.
• Own and drive Client Success team roadmap and OKRs, setting and monitoring objectives and key results, creating and iterating on strategies, and working cross-functionally to achieve goals.
• Analyze internal and external data to understand where there are opportunities to optimize revenue KPIs such as client utilization, retention, NPS, and beyond.
• Partner with internal stakeholders (Product, Engineering, Marketing, Partnerships, Operations, Risk, Credit etc.) to develop and adjust ideal client profiles, identify super users, share and analyze client feedback, resolve escalations, improve products, processes, and policies to enhance client experience and drive repeat client revenue and retention.
• Develop and oversee (along with marketing) campaigns and strategies to maximize client retention and LTV, including promoting new features or capabilities.
• Collaborate with Revenue Operations to develop client health scores, monitor product adoption and engagement, and report to senior leadership team.

Requirements

• You have 5+ years experience managing and growing a revenue generating client success team including hiring, training, coaching and nurturing talent.
• You have a proven track record of measuring and improving key metrics such as recurring revenue, retention, utilization, NPS and client satisfaction.
• You have a demonstrated ability to design and implement systems, tools and processes, including working cross-functionally with other teams such as engineering, sales and operations.
• You are a team player who possesses a desire and ability to work in a fast-paced, goal oriented, high growth sales environment.
• You are creative, results oriented, and a self-starter.
• You have a strong bias for action, an ability to juggle multiple priorities, and can build a sense of urgency in a dynamic environment.
• Bonus: Prior experience with FinTech and/or startups.

Benefits

• Opportunity to leave your mark on a growing startup
• An incredibly diverse team of brilliant minds from all over the world
• Competitive compensation, including stock options
• Health benefits
• Family-friendly policies
• Flexible work-from-home policy
• A fully stocked kitchen, birthday treats, and a lunch of your choice every week (one of our values is Fun & Food!)

We understand that Covid has shifted the way we work. Our Downtown Toronto office is open and we encourage FundThrough’ers based within the GTA to use it. For this role ideally, the candidate will be open to hybrid (1-2 days/week in office), though don’t let that stop you from applying if you aren’t located within commuting distance.Please note that due to the sensitive nature of the work we do, clearing a criminal record check is a condition of employment.FundThrough encourages applications from candidates with differing abilities. Please let us know if you require accommodation at any stage in the selection process.

Expected salary

Location

Toronto, ON

Job date

Wed, 25 Dec 2024 23:17:14 GMT

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