Customer Success Manager - Mid Market

This position can be based out of San Francisco, New York, or remote (we accept candidates from many states).

OVERVIEW

We're looking for a Customer Success Manager to join our team. You will be critical to our customers' success as they build, expand, and deepen their relationship with Modern Treasury. You will also help our Engineering, Product, and Design teams stay close to customer needs and market trends. We work with our customers daily, and it's important to us that we incorporate their feedback as we build.

We are looking for an individual with the winning mix of creative energy, experience driving results with external parties, a detail-oriented mindset, comfort managing multiple concurrent workstreams, demonstrated ability to communicate technical products; ability to flourish in a fast-paced startup environment, and wholehearted empathy for our customers and their users.

RESPONSIBILITIES

• You will quarterback all post-sale activities including partnering with your counterparts within Customer Success (Solution Architects, Bank Implementation Managers) to project manage our customers' onboarding journey, field technical questions, and consult on product strategies to help customers get maximum value from Modern Treasury.
• You will lead product training demos and host bi-weekly check-in calls as well as quarterly business reviews with your customers. Some travel is required.
• You will act as a trusted advisor and drive customer adoption and retention across your portfolio. You will monitor your customer's usage on a monthly cadence and partner with our Sales team on upsells, cross-sells, and renewals.
• Internally, you'll be the voice of the customer and should be constantly learning and teaching customers about our products. You'll develop a broad understanding of our customers' cross-product needs and use this unique perspective to provide feedback to inform roadmap planning for our Product and Engineering teams.
• You will be responsible for sharing monthly updates on each of your customers with the company and keeping customer information up to date in our CRM (Salesforce).
• You will work cross-functionally with teams like Bank Implementations, Solutions Architecture, Technical Support, Product, and Engineering.
• You will help monitor day-to-day support activity for your customer portfolio and help with escalations as needed.
• Share product and customer knowledge across your book of business and within the Customer Success organization.

We strongly believe that investing in personal and professional growth puts us in a position to deliver long-term value to our customers. This role offers a unique opportunity for growth in a value-driven company, and it sits at the intersection of our customers, our people, and our products.

REQUIREMENTS

ABOUT MODERN TREASURY

Modern Treasury is the operating system for money movement. Our payment operations platform combines a suite of APIs and dashboards to help companies unlock new payments revenue, strengthen customer experiences, and drive efficiency through their business. Our end-to-end platform moves enterprises forward with faster payments, efficient workflows, full data visibility, and seamless bank integrations.

WEEK BY WEEK

During your first week, you will :

During your first six weeks, you will :

During your first six months, you will :

Modern Treasury is committed to equal employment opportunity and does not discriminate in any employment opportunities or practices based on an individual's race, color, creed, gender (including gender identity and gender expression), religion (all aspects of religious beliefs, observance or practice, including religious dress or grooming practices), marital status, registered domestic partner status, age, national origin or ancestry (including language use restrictions and possession of a driver's license issued under California Vehicle Code section 12801.9), natural hair, physical or mental disability, political affiliation, medical condition (including cancer or a record or history of cancer, and genetic characteristics), sex (including pregnancy, childbirth, breastfeeding or related medical condition), genetic information, sexual orientation, military and veteran status or any other consideration made unlawful by federal, state, or local laws. It also prohibits unlawful discrimination based on the perception that anyone has any of those characteristics, or is associated with a person who has or is perceived as having any of those characteristics.

Modern Treasury participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.