Customer Success Manager

Job not on LinkedIn

🔥 33 minutes ago

🇺🇸 United States – Remote

💵 $73.8k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Column

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2021

🏦 Banking

💳 Fintech

🔌 API

Banking • Fintech • API

Column is a nationally chartered bank and developer-first financial infrastructure platform that provides programmable banking rails and APIs for payments, accounts, cards, international wires, and lending. It runs its own core ledger and dedicated connections to the Federal Reserve, The Clearing House, and SWIFT to offer FDIC-insured accounts, real-time and international payments, card programs, and lending products for fintechs and large enterprises. Column positions itself as the banking backbone for tech companies, exposing functionality through robust APIs, sandbox environments, and scalable ledger services.

📋 Description

• Own the overall health, retention, and performance of an assigned book of business • Lead implementation and onboarding of new accounts from sale through successful launch • Develop customer relationships and serve as a trusted point of contact throughout the customer lifecycle • Optimize customer revenue capture rates based on contracted value • Maintain and drive revenue retention by identifying risks affecting customer or account revenue • Improve customer feature adoption, engagement, and satisfaction • Partner with internal teams to resolve customer issues and deliver commitments on time • Assist with invoice collection and accounts receivable follow-up • Maintain accurate account records, forecasts, and customer status updates • Manage customer expectations regarding performance, billing, and account-related issues • Achieve minimum 90% revenue retention, minimum 90% capture rate, and BoB utility below 10% • Support resolution of outstanding invoices and manage Days Sales Outstanding • Launch new accounts according to implementation timelines and standards

🎯 Requirements

• 3+ years Customer Relationship Management experience • Proven ability to build trusted relationships, manage customer expectations, communicate effectively with diverse stakeholders, handle customer conflict, and maintain alignment and accountability • Demonstrated experience managing and growing a book of business • Strong understanding of customer retention, revenue protection, and account health • Demonstrated financial and commercial acumen to manage accounts and identify growth opportunities • Strong understanding of products and technology • Ability to lead customer onboarding, drive product adoption, and translate technical concepts into clear language • Comfortable using customer health metrics, usage data, and performance indicators • Highly organized; able to manage multiple accounts and competing priorities while meeting milestones and deadlines • Ability to understand customer business objectives, align goals with product capabilities, identify growth and expansion opportunities, and drive retention • Excellent written and verbal communication skills, active listening abilities, presentation skills, and ability to navigate challenging conversations • Ability to gather, synthesize, and communicate customer feedback and insights to internal teams • Demonstrated ability to collaborate and influence across teams • Experience in B2B SaaS or marketplace environments preferred • Familiarity with Front, HubSpot, Looker, or similar CRM and BI tools preferred • Experience working with publishers, governments, and law firms preferred

🏖️ Benefits

• Performance bonus tied to upsells and rate of contracted revenue captured • Equity participation in a high-growth, mission-driven company • 401K with match • Health, dental, vision, life, short-term and long-term disability insurance • Flexible PTO • Fully remote work environment