What are the responsibilities and job description for the Customer Success Manager position at Viaduct, An Aleron Company?
As a Customer Success Manager, you’ll be the primary relationship manager for clients after they go live on the platform. Your mission is to ensure clients are successful, supported, and maximizing the value of our software in their day-to-day operations.
You’ll work closely with clients to troubleshoot issues, uncover operational inefficiencies, and provide proactive solutions that help them optimize performance. You’ll also act as the internal voice of the customer—sharing feedback and collaborating with our team to improve the product and overall client experience.
Key Responsibilities:
- Serve as the main point of contact for clients post-go-live, ensuring a smooth transition into day-to-day platform use.
- Act as a trusted advisor and operational problem-solver—helping clients overcome challenges and implement best practices.
- Build strong, lasting relationships with clients by providing hands-on support and strategic guidance.
- Monitor client health, engagement, and usage metrics to proactively identify opportunities or risks.
- Work cross-functionally with internal teams to communicate client feedback, suggest enhancements, and support product improvement efforts.
- Help clients continuously optimize their use of the platform to drive business goals and improve key performance indicators (KPIs).
- Stay informed about fintech industry trends to better serve client needs and consult on operational solutions.
What We’re Looking For:
- Bachelor’s degree or equivalent experience.
- Excellent problem-solving skills and the ability to think critically in fast-paced environments.
- Experience working directly with customers in customer success, account management, or operations-focused roles.
- Strong written and verbal communication skills.
- Comfort working through ambiguity and finding structured solutions to client challenges.
- Highly organized, detail-oriented, and capable of managing multiple priorities.
- Collaborative team player with a service-first mindset and a passion for continuous learning.
Perks & Benefits:
- Competitive salary with performance-based bonus opportunities
- 401(k) with guaranteed employer contribution
- Discretionary profit sharing
- Comprehensive health insurance with generous employer contribution
- Voluntary dental insurance
- Paid time off and flexible work schedule
- Remote work flexibility (as needed)
- Free onsite parking
- Ongoing professional development and learning opportunities
- Supportive team environment with mentorship and growth pathways
Salary : $80,000 - $100,000
