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Customer Success Manager

2 months ago

Vancouver, British Columbia, Canada Brex Inc. Full time
About the Role

Brex Inc. is a leading provider of AI-powered spend management solutions. We're seeking a highly skilled Customer Success Manager II to join our team and help our clients achieve their business goals.

Key Responsibilities
  • Develop and Execute Customer Growth Strategies: Independently design and implement plans to retain and grow Brex customers, ensuring their experience with our platform is seamless and meets their evolving needs.
  • Proactive Risk Mitigation: Identify and mitigate potential risks that may impact customer satisfaction and loyalty.
  • Account Monitoring and Management: Continuously monitor customer accounts through various dashboards, alerts, and case management to ensure timely issue resolution and proactive outreach.
  • Advocacy and Partnership: Collaborate with cross-functional teams to advocate for customers and drive business growth, ensuring their needs are met and exceeded.
  • Metrics and Performance: Own and drive key performance indicators (KPIs) for product adoption, retention, and growth among named accounts.
Requirements
  • At least 3 years of experience in customer-facing roles, with a proven track record of success.
  • 1+ years of experience as a Customer Success Manager or Account Manager, with a strong understanding of SaaS and fintech industries.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
  • Strong analytical and problem-solving skills, with the ability to identify and mitigate risks.
  • Passion for working with customers to drive business growth and satisfaction.
Preferred Qualifications
  • Experience in payments and credit card services.