[Remote] Senior Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Total Expert is the purpose-built customer engagement platform trusted by more than 200 financial enterprises. The Senior Customer Success Manager plays a vital role in building strong, strategic partnerships with enterprise customers, helping them realize maximum value and ROI from the Total Expert platform while driving retention and growth.ResponsibilitiesChampion Customer Success: Promote and communicate the full value of Total Expert’s products and services to help customers achieve measurable resultsUnderstand the Ecosystem: Gain deep knowledge of each customer’s tech stack, system integrations, and dependencies to optimize their use of Total ExpertBe a Trusted Advisor: Build and maintain long-term relationships by recommending workflows, best practices, and strategic guidance tailored to each customer’s goalsDrive Retention and Growth: Lead contract renewals and identify upsell or cross-sell opportunities within your portfolio of accountsEnsure Customer Satisfaction: Monitor sentiment and engagement to proactively drive retention and reduce riskMeasure Success: Track and report progress toward the customer’s definition of success, demonstrating clear business value over timeDevelop Executive Relationships: Engage with stakeholders across all levels—including executives—to understand key objectives, challenges, and performance indicatorsConduct Business Reviews: Lead regular strategic and operational reviews to assess outcomes, alignment, and next stepsOptimize Processes: Partner with customers to improve efficiencies, streamline workflows, and maximize platform productivityIncrease Adoption and Engagement: Drive active usage, deliver training, and promote adoption of new features and functionalityAdvocate for the Customer: Serve as the customer’s voice within Total Expert, collaborating cross-functionally to address needs and influence product enhancementsDocument and Report: Maintain accurate and up-to-date records of customer interactions, success plans, and engagement history within our customer success platformContribute to a Growth Culture: Continuously looking for ways to enhance customer experiences and internal processesSkillsSelf-Starter with Growth Mindset: Ability to work independently with a strong desire to learn, adapt, and growThrives in Startup Culture: Resilient, resourceful, curious, and energized by a fast-paced, evolving environmentTech-Savvy and Passionate: Enthusiasm for technology, innovation, and driving success in a growing SaaS companyStrategic Relationship Builder: Proven ability to manage complex, multi-divisional, and geographically diverse accountsCustomer-Centric Mindset: A genuine passion for delivering exceptional experiences and measurable outcomes for customersDecisive Problem Solver: Skilled at analyzing complex challenges, identifying root causes, and developing strategic solutions that align with both customer and company goalsCross-Functional Collaborator: Experience partnering effectively with Sales, Product, Professional Services, and Support teams to drive successExecutive Credibility: Ability to communicate and establish trust with stakeholders at all organizational levels, including C-suite executivesStrong Multitasker: Capable of managing multiple priorities and meeting deadlines under pressurePositive and Energetic: High energy, flexibility, and a proactive 'can-do' attitude in the face of challengesExcellent Communicator: Outstanding written, verbal, and presentation skills; comfortable translating technical details into business valueOrganized and Analytical: Exceptional time management, problem-solving, and analytical abilitiesProficient in Tools: Highly skilled in MS Excel, PowerPoint, Word, Outlook, and process mapping toolsTraveling (15-25%) to customer onsite as well as industry events5+ years of experience in Customer Success, Account Management, or Management Consulting (or a similar client-facing role)3+ years of experience in a SaaS or technology organizationExperience in financial services, marketing automation, or CRM platforms a plusExperience in the mortgage industry preferredExperience with the Total Expert platform a plusBenefitsVariable compensation based on achievement of quota targetsEligible to participate in the Employee Stock Option PlanMedicalDentalVisionHSA (Health Savings Account)FSA (Flexible Spending Accounts)Company paid Life InsuranceShort-Term DisabilityLong-Term DisabilityFlexible Time-Off (FTO)Paid Parental Leave401(k) with employer matchCompany OverviewTotal Expert is a SaaS company that develops enterprise-grade marketing operating system (MOS) built for financial services organizations. It was founded in 2012, and is headquartered in Saint Louis Park, Minnesota, USA, with a workforce of 201-500 employees. Its website is http://totalexpert.com.