Client Success Manager

About Triple

Triple is building a cutting edge enterprise software platform at the intersection of fintech and adtech.  We’re backed by a top US bank who is also our launch customer.

After almost 3 years building in stealth mode, we’re currently launching with our first scale customers and a roster of signed customers throughout 2024.

The Client Success Manager will be responsible for managing the entire client support lifecycle. You will manage relationships with our clients supporting them with day-to-day performance monitoring, issue resolution, and optimization opportunities. You will also be responsible for leading a team of customer support specialists, establishing metrics, developing dashboards, and providing regular reports and insight to senior leadership.

Key Responsibilities

• Own and Lead Client Relationships: Take full ownership of the client lifecycle from onboarding to ongoing performance monitoring. You’ll act as the trusted advisor and main point of contact for escalations, ensuring timely and effective resolution of complex issues.
• Build and Scale a High-Performing Team: Start as a team of one, taking full ownership of building the client support function from the ground up. Recruit, mentor, and develop a high-performing team of client support professionals. Establish foundational processes, foster a culture of accountability and continuous improvement, and ensure the team can scale with the organization’s growth.
• Drive Operational Excellence: Develop and implement scalable processes and workflows that meet the demands of a fast-paced, high-growth environment. Identify gaps in support processes and collaborate cross-functionally to implement solutions.
• Leverage Data for Insight and Action: Design and maintain dashboards to track client and team performance, identify trends, and uncover opportunities for optimization. Present clear and actionable insights to senior leadership.
• Collaborate Across Teams: Partner with product, engineering, and operations teams to solve complex client challenges, address recurring issues, and influence the roadmap for feature enhancements.
• Work Comfortably with Technical Systems: Leverage technical expertise to navigate and utilize systems such as AWS, SQL, and CRM platforms. Develop a deep understanding of technical processes to ensure seamless client support and identify opportunities for system improvements.
• Stay Ahead of Complexity: Juggle multiple priorities, client demands, and evolving business needs with composure and clarity. Continuously seek ways to scale operations and optimize workflows without compromising on quality.
• Onboarding & Implementation Excellence: Work with client implementation team teams to ensure seamless transition to ongoing client operations.  Your proactive and detail-oriented approach will set the foundation for long-term success.

Requirements

• Hybrid Work: Ability to work 3 days per week in our great Pittsburgh, PA office space in East Liberty.
• Proven Operational Leadership: 5+ years of experience in client relationship management, client operations, or a similar role, ideally in a fast-paced tech startup or SaaS environment.
• Scaling Expertise: Demonstrated ability to build and scale teams and processes in a rapidly growing organization. You thrive in ambiguity and excel at turning complexity into opportunity.
• Large-Scale Client Management Expertise: Demonstrated experience managing large-scale clients, with portfolios ranging from 10M to 75M cards. Proven ability to handle the complexities and demands of enterprise-level clients while maintaining strong relationships and ensuring exceptional service delivery.
• Client-Centric Mindset: A relentless focus on providing an exceptional client experience, with experience managing high-stakes escalations and resolving technical or operational issues with tact and precision.
• Strong Analytical and Technical Skills: Experience creating dashboards, analyzing data, and delivering actionable insights to guide decision-making. Familiarity with tools like Salesforce, Zendesk, Tableau, or similar platforms is a plus.
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