- Company Name
- NRG Resourcing
- Job Title
- Customer Success Manager - FinTech
- Job Description
-
**Job Title**
Customer Success Manager – FinTech
**Role Summary**
Drive customer adoption, engagement, and retention for a digital property finance platform. Act as the primary advocate for brokers and lenders, ensuring seamless onboarding, maximizing platform value, and identifying growth opportunities through data-driven insights.
**Expectations**
- Build and nurture lasting relationships with key clients and partners.
- Own the full customer lifecycle: onboarding, adoption, renewal, and expansion.
- Collaborate cross‑functionally to influence product, sales, and marketing strategies.
- Deliver measurable impact on satisfaction, retention, and upsell metrics.
**Key Responsibilities**
- Onboard new brokers and lenders; provide training and resources to achieve rapid adoption.
- Monitor usage patterns, proactively identify upsell or cross‑sell opportunities, and execute conversion plans.
- Act as the voice of the customer: capture feedback, report insights, and influence product enhancements.
- Build and maintain regular communication with senior stakeholders, presenting performance metrics and opportunities.
- Analyze client data to uncover trends, risks, and opportunities for improvement.
- Drive initiatives to increase customer satisfaction, NPS, renewal rates, and referrals.
**Required Skills**
- Strong communication, presentation, and relationship‑management abilities.
- Consultative selling mindset with the capacity to diagnose needs and offer tailored solutions.
- Commercial acumen; experience in speaking to senior decision‑makers.
- Proactive, high‑energy approach with a proven track record in a high‑growth environment.
- Tech‑savvy, comfortable with SaaS platforms, dashboards, and data analysis tools.
- Ability to analyze data, generate reports, and present actionable insights.
**Required Education & Certifications**
- Bachelor’s degree in Business, Finance, Economics, or a related field.
- Professional certification (e.g., Certified Customer Success Manager, SaaS Customer Success Professional) preferred but not mandatory.