Customer Success Manager

<p><strong>Customer Success Manager</strong><strong><br></strong><strong><em>Location: Hybrid in New York City&nbsp;</em></strong>(3 day in-office requirement)</p> <p><strong>Qualifications:</strong></p> <ul> <li>3+ years of experience in Customer Success, Account Management, Sales, or any client facing role.</li> <li>1+ years experience utilizing a CRM software system, Salesforce preferred.</li> <li>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.</li> <li>Proven ability to adopt new technologies and teach others effectively.</li> <li>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.</li> <li>Takes an analytical, strategic approach to our customers’ success, constantly iterating to improve the whole customer experience.</li> <li>Excited to bring new processes and procedures to continue to develop the customer journey at Melio.</li> <li>Enjoys working cross-functionally with other teams across the organization on a diverse range of internal and customer-facing initiatives.</li> <li>Excellent time-management skills, as well as the ability to remain flexible as the company and role evolves.</li> <li>Passionate about speaking with and building relationships with small business owners, helping their businesses succeed with Melio.</li> <li>Has a track record of taking on additional responsibilities outside of their direct scope, showing a natural curiosity.</li> </ul> <p><strong>Bonus Points:</strong></p> <ul> <li>Experience working with small businesses in an account management or customer success capacity.</li> <li>Prior experience working in a SaaS environment and/or in the financial technology space</li> </ul> <p><strong>A day in the life and how you’ll make an impact:</strong></p> <ul> <li>Own all strategic actions associated with customer engagement and retention efforts.</li> <li>Build dynamic relationships with your customers through meaningful interactions and comprehensive engagements, developing a deep understanding of their business needs to drive retention.</li> <li>Lead customers through early adoption and proactively guide them through lifecycle stages, educating on best practices, removing friction, and accelerating time-to-value.</li> <li>Continuously evaluate customer health signals and feedback to surface churn risks and growth pathways across the customer lifecycle.</li> <li>Execute proven sales metho