Senior Customer Success Manager

Philadelphia, Pennsylvania, United States | Customer Success | Full-time | Partially remote

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Odessa is seeking a Senior Customer Success Manager to identify and leverage additional revenue streams from assigned customer populations who have completed our Odessa implementations. A successful Customer Success Manager will cultivate and develop ongoing relationships to proactively identify additional customer needs while maintaining a high level of customer satisfaction. You will report to the AVP, Customer Success and mentor a small team of Customer Success Managers in addition to developing your own accounts.  

An ideal fit is someone who knows the perfect balance of inside sales paired with real, genuine customer relationship management. They also value working in an autonomous but collaborative environment and mentoring others.

Responsibilities and Duties

  • Serve as the advocate of the customer and engage necessary resources external to Customer Services to assist with requests or resolution.
  • Understand the customer's needs and plan how to meet those demands.
  • Assignment of priorities in accordance with the level of importance. This may be defined by the customer or based on the defined business process or SLA (Service Level Agreement).
  • Document all communication with assigned customers and internal teams and ensure appropriate action items are assigned and completed.
  • Ensure deadlines are met for assigned accounts.
  • Maintain a pulse and voice of the customer via customer satisfaction surveys and reviews.
  • Prepare contracts for enhancements and professional services.
  • Provide coaching and assistance to Customer Success Managers on a daily basis.
  • Oversee and ensure escalation resolution for assigned accounts and your team members accounts.
  • Meet regularly with Customer Success Managers to review revenue targets and provide guidance on how you can help close their opportunities.
  • Utilize a technical skillset to coincide with understanding the Odessa platform and services offerings, specifically being able to manage customer expectations by delineating between product bugs vs product enhancements.
  • Works alongside services & development teams to understand the product development lifecycle.

Skills & Qualifications

  • Bachelor’s degree 
  • 5 years experience in account management/customer success role in a Financial and or Banking software and services organization
  • Experience mentoring and collaborating to team members
  • Experience providing customer relationship management, support and/or inside sales
  • Basic understanding of Financial/Managerial accounting
  • Strong understanding of the software development life cycle
  • Independent self-learner
  • Ability to travel up to 20-30%