Senior Customer Success Manager

Job not on LinkedIn

🕒 October 14

🇺🇸 United States – Remote

💵 $90k - $110k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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EverC

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

🤖 Artificial Intelligence

🔒 Cybersecurity

💳 Fintech

Artificial Intelligence • Cybersecurity • Fintech

EverC is a company that specializes in AI-powered technology for fully-automated merchant and marketplace risk solutions. It provides comprehensive risk intelligence to banks, payment providers, and marketplaces, helping to secure web commerce and build consumer confidence. By addressing issues such as online fraud, counterfeit and pirated goods, EverC delivers solutions like MerchantView for merchant-level risk detection and MarketView for product-level risk detection. These solutions enable safe expansion into new industries and regions, leveraging advanced intelligence and automation.

📋 Description

• Own retention and renewal for a portfolio of Bankruptcy Risk accounts, including strategic customers • Set renewal strategy and lead commercial discussions and contract changes with Sales and Legal • Develop account strategies based on customer priorities, adoption, risks, and opportunities • Monitor customer health, identify risk, and execute mitigation and recovery plans • Partner with Sales to identify and develop growth opportunities across bankruptcy solutions • Build trusted relationships from day-to-day users to senior decision-makers • Lead senior-level customer engagements and strategic business reviews • Lead onboarding and implementation with Business Operations, Product, and Engineering • Bring customer feedback and emerging needs to Product and Operations • Help customers use solutions effectively through tailored education • Coordinate resolution of customer questions and service issues • Lead and motivate the team, set priorities, and hold people accountable • Improve processes, workflows, and tools to increase efficiency and quality

🎯 Requirements

• Enterprise account management and executive relationship leadership with senior stakeholders at regulated financial institutions • Commercial acumen, including renewal strategy, identifying and developing growth opportunities with Sales, and working with the broader commercial team on complex renewals • Ability to master complex, workflow-driven products and customer-specific implementations and to discuss them credibly with customer leaders • Analytical and forecasting capability, using usage, renewal, and account health data to identify risk and opportunity • Executive communication and influence across a matrixed organization, with independent ownership of a portfolio • 5 or more years in Customer Success, Strategic Account Management, Enterprise Account Management, or a related customer-facing role with enterprise customers • Demonstrated success managing strategic or enterprise portfolios with accountability for retention and renewals, and partnering with Sales on growth • Experience leading executive-level customer engagements and navigating complex stakeholder environments • Experience in bankruptcy, collections, consumer lending, mortgage servicing, or financial services strongly preferred • Experience in B2B SaaS, technology, data, or information services preferred • Experience with Salesforce, HubSpot, and customer success technologies preferred • Bachelor's degree preferred

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