Customer Success Manager

• Own elevated client experience processes such as (but not limited to) High Risk Escalation, Tax Experts, High Net Worth, Onboarding including design, project management and implementation.
• Combination of IC work and team leadership, leading CXAs, SCXAs and TLs.
• Empower a motivated team of client experience associates and team leads to deliver an amazing client experience; no matter what - do what's right for each client. This means setting the tone for a feedback culture and getting your hands dirty with team leads to ensure everyone has the resources and competencies they need to be successful.
• Act as the subject matter expert for your assigned client experiences and work to continuously improve the employee and client experience. This will include working with Senior Managers or the Senior Director of Client Experiences to set the Vision, Mission, and OKRs (objectives and key-results) for your experiences.
• Be accountable for meeting or exceeding KPIs (key performance indicators); Capacity, Quality (CSAT, and QA), and SLAs (service level agreements).
• Build solid feedback loops with Product Managers to elevate client pain points and drive solutions to root-causes with Senior Managers or the Director of Client Success.
• Work across multiple teams including Product, Marketing, Sales, Training and Quality Assurance to identify operational and workflow improvements that drive productivity with an innovative approach.
• Ability to handle tickets that are escalated or part of the backlog as we scale where needed.

Client Experience Manager, Transfers

Customer Success Specialist

Customer Success Specialist

Head of Customer Success – VP Level

Customer Success Manager