[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. onPhase is seeking an accomplished Customer Success Manager to drive measurable business value for customers in B2B SaaS, particularly in financial software domains. The role involves owning the post-sale customer journey, fostering relationships, and ensuring customers realize the full value of onPhase solutions.ResponsibilitiesOwn the post-sale customer relationship, guiding customers through pre-implementation activities and supporting them through go-live and early adoption to ensure a smooth transition into ongoing successLead investigative conversations with customer stakeholders to uncover goals, challenges, and growth opportunities, and execute customer success plans that deliver measurable business outcomesProactively monitor customer health (utilization trends, CSAT/NPS, qualitative feedback, and operational data) to surface actionable insights, identify success stories worth celebrating, and recommend configuration or process optimizations that increase the value of automationQuantify and communicate the business value customers realize from onPhase, and cultivate referenceable customersProactively surface risks early and lead the creation of 'Get to Green' plans with clear actions, owners, and success metricsPartner with cross-functional teams (Support, Services, Product, Sales, and State/Partner teams) to accelerate issue resolution and protect customer outcomesMaintain accurate health and risk forecasts that inform renewal readiness, and partner with Account Management to support the renewal process and protect long-term customer relationshipsRegularly review customer success plans with stakeholders to adjust strategies as neededCo-lead Impact Reviews with Account Managers to communicate business outcomes, product value, and forward-looking initiativesIdentify expansion opportunities through investigative discovery and usage insights, and surface them to the Sales teamProvide insight and advocacy to Account Managers to build value-based cases for expansionAct as the voice of the customer within the company by surfacing feedback, insights, and patterns to internal teams to drive product improvements and inform strategic decisionsSkills3+ years proven experience in customer success, account management, or a similar customer-facing role in B2B SaaSDemonstrated experience driving measurable business value and outcomes for customers, with the ability to translate product capabilities into business impactExperience supporting Office of Finance customers (AP, AR, ERP, or financial software)Proven track record of partnering across cross-functional teams (Sales, Implementation, Services, Product, Support) to drive customer outcomesExperience interpreting customer health signals (usage data, CSAT/NPS, and qualitative feedback) to identify risk and opportunityStrong communication and interpersonal skills, with the ability to build rapport and trust with customers, including senior stakeholdersExcellent problem-solving and conflict resolution abilitiesDetail-oriented with strong organizational skillsAbility to work independently and collaboratively in a fast-paced environmentFamiliarity with CRM software and other relevant toolsBachelor's degree in business or a related fieldBackground working in both high-growth technology companies and more structured, enterprise-level organizationsCompany OverviewonPhase is an AI-powered platform that automates accounts payable, payments, document management and workflow processes. It was founded in 2000, and is headquartered in Clearwater, Florida, USA, with a workforce of 51-200 employees. Its website is https://www.onphase.com.