Customer Success Manager

SWBC

Customer Success Manager developing relationships and strategies for customer satisfaction and retention. Collaborating with internal teams to drive product adoption and service excellence at SWIVEL.

Posted 5/13/2026full-timeSan Antonio • Texas • 🇺🇸 United StatesMid-LevelSenior💰 $89,253 - $133,879 per yearWebsite

About the role

Key responsibilities & impact

A CSM will play a vital role in ensuring customers achieve their desired outcomes while using SWIVEL’s solutions.
Develops and strengthens relationships with customers within your designated territory.
Serves as a key member of customer-facing teams and is expected to leverage their extensive knowledge of SWIVEL solutions to support sales and new business growth.
Monitors customer health metrics, proactively addresses risks, and implements strategies to prevent churn and ensure long-term retention.
Works with customers to build customer success plans.
Partners with accounts teams to uncover cross-selling and product adoption opportunities.
Advocates customer needs to cross-functional teams.
Identifies dissatisfaction risk and collaborates with internal teams to remediate and ensure renewal of contract.
Leverages Salesforce, Omni Analytics, and other internal tools for data-driven insights.
Creates and delivers data-supported business reviews and reports.
Drives operational excellence by creating scalable processes, playbooks, and workflows.
Supports the Implementations team for client onboarding readiness.
Serves as a senior role on the team, bringing industry experience and mentorship of associate-level team members.
Stays ahead of industry trends, compliance, and payment systems to provide informed guidance to customers and field teams.

Requirements

What you’ll need

Bachelor’s degree in Business with a concentration in Business Administration, Business Management, Marketing, and or Finance field of study from an accredited college or university.
Minimum of five (5) years of customer service and satisfaction in financial services.
Great interpersonal skills, bring a positive attitude, and effectively collaborate with others within the organization.
Minimum of three (3) years in Customer Success Management, Account Management, or Sales, and a strong track record of retaining existing clients and contributing to the sales growth within the organization.
Proficient knowledge of business processes, applicable laws, and regulations.
Working knowledge of SaaS ecosystem.
Proficient knowledge of CRM software utilization.
Advanced organizational, planning, and multi-tasking skills.
Advanced collecting and analyzing data skills.
Advanced negotiation skills.
Advanced managing priorities and deadlines and problem-solving skills.
Able to communicate and interact effectively in verbal and written communication.
Able to work collaboratively and build relationships.
Able to analyze, organize and prioritize work.
Able to be adaptable.
Proficient Microsoft Office skills, including Outlook, Word, and Excel.
Able to use basic office equipment, including copy machine, personal computer, and fax.
Able to type 35 WPM.
Sit for long periods of time performing sedentary activities.
Push, pull, and lift up to 20 lbs. of files, supplies, documents, or other related items.

Benefits

Comp & perks

Competitive overall compensation package
Work/Life balance
Employee engagement activities and recognition awards
Years of Service awards
Career enhancement and growth opportunities
Emerging Professionals and Mentor Program
Continuing education and career certifications
Variety of healthcare coverage options
Traditional and Roth 401(k) retirement plans
Lucrative Wellness Program