Senior Customer Success Manager (Remote)

Job Title: Senior Customer Success Manager

Location: Remote & Extensive Travel to Partner sites

About Appreciate:

Appreciate is a pioneering B2B Fintech Infra firm focused on helping firms in the financial services/fintech space deliver solutions to their customers better, smarter & increase LTV.

Appreciate products fall under the following categories:

• Investment Tech
• AI-Enabled Investment Advisory
• Lending Tech
• Payments Tech (Cross Border)

Role Overview:

The Customer Success Manager will be instrumental in enhancing customer satisfaction and loyalty through proactive and personalized service. You will be responsible for managing customer relationships, ensuring customers fully utilize and benefit from our products, and ultimately succeed in their financial objectives.

Responsibilities:

• Develop customer relationships that promote retention and loyalty, working closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.
• Provide insights and advice to customers to ensure they get the most out of our services with the aim of helping grow our customer base.
• Guide new customers through a formal onboarding process, ensuring a smooth adoption and training period.
• Identify and understand customer needs and expectations, and collaborate with the team to ensure that the product/service aligns with these.
• Serve as the primary contact for customer queries and concerns, resolving issues in a timely and professional manner.
• Monitor and analyze customer usage of our product, preemptively identifying needs and potential issues before they become problems.
• Develop strategies to increase the value customers gain from our services, including encouraging upsells and product adoption through training sessions and one-on-one meetings.
• Prepare and deliver regular reports of progress and forecasts to internal and external stakeholders using key account metrics.

Ideal Candidate:

• Proven track record of success in a customer-facing role, ideally within a SaaS firm
• Exposure to financial services/technology sales environment
• Ability to set-up systems & proven track record of doing so
• Exceptional communication skills and the ability to build strong relationships.
• Strong problem-solving skills, with a creative and proactive approach to looking after clients’ needs.
• Excellent organizational skills, with the capability to work under tight timelines and prioritize effectively.
• A keen analytical mind that can interpret data and provide actionable insights.
• Experience in managing a client portfolio in a fast-paced environment.
• Understanding of global financial markets and investment products is highly advantageous.

Key KPIs You will be responsible for:

• Customer Retention Rate
• Net Promoter Score (NPS)
• Expansion Revenue
• Integration TAT & Go-Live Timelines

Why Join Appreciate:

• Work on a role that has a direct impact on how the product gets shaped
• Be part of a company that is transforming financial access for emerging market consumers.
• Receive competitive compensation and benefits.
• Gain unique exposure to innovative financial products and the global investment landscape.