What are the responsibilities and job description for the Customer Success Manager position at 360factors (Pvt.) Ltd.?
Role Summary
As a Customer Success Manager, you will serve as the trusted advisor and primary point of contact for a portfolio of clients, helping them realize the full value of our Software-as-a-Service (SaaS) solutions. From onboarding and implementation through adoption and growth, you’ll guide customers every step of the way, ensuring a smooth experience, resolving challenges proactively, and aligning our product capabilities with their business goals. Your focus will be on building strong, lasting relationships, driving platform engagement, and maximizing customer satisfaction, retention, and success.
The ideal candidate will have worked in a community or regional bank or credit union, ideally in the risk or compliance department, and have experience working with a GRC risk and compliance management system. They will have a desire to help our customers improve their business operations by leveraging technology and enjoy working in a fast-paced software technology firm with a variety of day-to-day responsibilities.
Responsibilities
As a Customer Success Manager, you will serve as the trusted advisor and primary point of contact for a portfolio of clients, helping them realize the full value of our Software-as-a-Service (SaaS) solutions. From onboarding and implementation through adoption and growth, you’ll guide customers every step of the way, ensuring a smooth experience, resolving challenges proactively, and aligning our product capabilities with their business goals. Your focus will be on building strong, lasting relationships, driving platform engagement, and maximizing customer satisfaction, retention, and success.
The ideal candidate will have worked in a community or regional bank or credit union, ideally in the risk or compliance department, and have experience working with a GRC risk and compliance management system. They will have a desire to help our customers improve their business operations by leveraging technology and enjoy working in a fast-paced software technology firm with a variety of day-to-day responsibilities.
Responsibilities
- Customer Relationship Management: Develop and maintain strong, positive relationships with key stakeholders to understand their business goals and needs.
- Product Expertise: Act as a product and domain expert, educating customers on new features, best practices, and strategies to optimize their use of the platform.
- Proactive Engagement: Facilitate quarterly business reviews with executives, aligning on customer health, client strategy, and our product roadmap to ensure they’re on track to meet their objectives.
- Data & Metrics Analysis: Regularly track and report on customer engagement metrics, usage statistics, and account health indicators, and take action based on the data.
- Onboarding & Implementation: Accompany customers through the onboarding process, ensuring their business requirements are properly understood by our implementation team so that our customers experience a smooth setup, configuration, and deployment of our software.
- Support & Issue Resolution: Collaborate with support teams to ensure any customer issues are addressed quickly and efficiently.
- Advocacy & Retention: Advocate for customers’ needs internally, identifying opportunities for additional services or product improvements.
- Customer Training: Organize and work with SMEs to deliver webinars, tutorials, and other training materials to help customers utilize the platform effectively.
- Experience: 2-5 years working in the Risk or Compliance department of a Community or Regional Bank / Credit Union OR 2-5 years in Customer Success, Account Management, or similar business Customer-facing role. Plus, if you have experience working with Risk and Compliance Management Software and a SaaS Environment.
- Communication Skills: Excellent written and verbal communication skills, with the ability to convey complex concepts clearly.
- Analytical Skills: Experience in analyzing customer data and using metrics to inform strategies.
- Technical Aptitude: Comfortable working with software solutions and explaining technical aspects in an accessible way.
- Customer-Centric Attitude: A genuine passion for helping customers succeed and a proactive approach to problem-solving.
- Project Management: Strong organizational skills with the ability to manage multiple accounts and prioritize tasks effectively.
- Familiarity with CRM tools (e.g., HubSpot) and other customer success and project management platforms (e.g., Asana, OneNote, SharePoint).
- Technically proficient with computer systems and software, including Microsoft Office applications.
- Experience working in or with community or regional banks or credit unions.
