Customer Success Manager II
Core
Drive adoption, expansion, and value realization for SMB and Mid Market customers of a spend management SaaS platform.
Role type
Senior Customer Success Manager (SMB/Mid Market)
Builds
Customer adoption journeys, expansion opportunities, and long-term account value for expense management platform.
Domain
Fintech / Business Spend Management / SaaS
Required skills
Account management, sales, customer success, relationship management, upselling, cross-selling, product adoption, feedback loop management, project coordination, proactive problem-solving, health score analysis.
Preferred skills
High-volume environment experience, scaling operations, influencing customer outcomes, building customer advocates.
Technologies
Intercom, performance marketing channels, health score tools.
Responsibilities
Nurture and process expansion opportunities; advise customers on ideal processes to optimize value; own the post-onboarding adoption journey; collaborate with product, marketing, and support teams; triage inbound communications; cultivate customer advocates; manage long-term business relationships; prevent churn via health score monitoring; bridge customer feedback to product improvements.
Seniority
Mid-Senior, hands-on IC
