Customer Success Manager

Customer Success Manager
Location: Hybrid in New York City (3 day in-office requirement)

Qualifications:

• 3+ years of experience in Customer Success, Account Management, Sales, or any client facing role.
• 1+ years experience utilizing a CRM software system, Salesforce preferred.
• Experience in a scaled customer success environment, maximizing impact for a large range of clients through scalable motions executed at key moments in a customer’s journey.
• Strong communication and sales acumen, with the ability to understand the true needs of the customer, helping them tap into the full value of Melio’s platform for their unique business.
• Takes an analytical, strategic approach to our customers’ success, constantly iterating to improve the whole customer experience.
• Excited to bring new processes and procedures to continue to develop the customer journey at Melio.
• Enjoys working cross-functionally with other teams across the organization on a diverse range of internal and customer-facing initiatives.
• Excellent time-management skills, as well as the ability to remain flexible as the company and role evolves.
• Passionate about speaking with and building relationships with small business owners, helping their businesses succeed with Melio.
• Has a track record of taking on additional responsibilities outside of their direct scope, showing a natural curiosity.

A day in the life and how you’ll make an impact:

• Own all strategic actions associated with customer engagement and retention efforts.
• Work to understand the specific needs of the customer base to encourage continuous usage and adoption of new features on the platform.
• Share ownership of “one-to-many” motions (e.g. webinars) to support user onboarding & education at scale
• Build dynamic relationships with your clients through meaningful interactions and comprehensive engagements, developing a deep understanding of their business needs to drive retention.
• Work collaboratively alongside relevant Melio departments to ensure the voice of the customer is constantly elevated in a digestible and actionable format, and that the customer is receiving the utmost support and satisfaction.
• Communicate strategically and effectively with clients, helping them optimize their use of Melio, driving upselling and renewal opportunities.
• Proactively evaluate best practices when it comes to processes and procedures within the Customer Success role; suggest changes or enhancements to existing procedures to ensure the team’s motions are aligned with the goals of the clients and the business.
• Leverage internal tools, such as Salesforce,Tableau, Outreach, and Gong to ensure effective communication and impact assessment.

About the team:

As a Customer Success Manager, you will take ownership of Melio’s most valuable client relationships , overseeing key moments in their customer journey to drive continuous value and retention. You will manage the conversion, upselling, renewal, and retention efforts for Melio’s subscribers and high-value accounts. You will work to fully understand the client's needs, engage with customers at key moments in their lifecycle, and identify untapped opportunities to help maximize user engagement at scale. Additionally, you will regularly surface critical customer feedback to internal stakeholders, including leadership, Product and R&D teams to continue to enhance the platform. You will own the consolidation of this feedback as well as the packaging and presentation of the insights.

About Melio USA: 

• Competitive compensation packages: We strive to make each and every employee feel valued and appreciated.
• The annual base salary range for this position is $70,000 - $80,000 with an with an additional bonus component  
• Medical, Dental, and Vision: We offer generous and highly competitive plans with up to 100% employer-paid coverage, FSA and HSA.
• 401K matching and stock options: Feel the investment of working at a hyper-growth startup.
• Wellness: We take a holistic approach to wellness at Melio with a focus on providing financial, physical, emotional, social, and community support for our employees. 
• Time Off: Time to rest and recharge is a priority for us. We offer competitive vacation time, sick days, holidays, parental leave and wedding days to allow you to take the time you need, when you need it. 
• Food perks: Enjoy our fully stocked kitchens, along with a weekly Seamless stipend and plenty of catered meals each week. 
• Office culture: Thrive in our collaborative offices in New York City or Denver, in a h