Customer Success Manager

About the role

Our team is growing! In this Customer Success Manager role, you will be part of a team that is dedicated to driving value and helping our customers achieve their goals. CSMs quarterback the customer’s onboarding, training, and renewal processes for customers in their personal book of business. As part of your duties you will have a significant opportunity to craft the customer journey, identify opportunities, and be the voice of your customers.

Total compensation commensurate with experience and location: $90,000 - $120,000 (inclusive of MBO/bonus component)

What you'll do

• Own the end-to-end customer relationship for a defined book of business, including onboarding, adoption, and renewals
• Work collaboratively across pillars of CS, Sales, Operations, Product, Engineering, and Trovata leadership teams to identify and realize value and revenue opportunities for each of our customers
• Engage daily and voraciously with our customers’ while monitoring your own performance metrics. Leveraging all available datasets (Vitally) to fuel more effective and efficient customer engagements
• Lead structured customer engagements (cadence calls, QBRs) with clear agendas, outcomes, and follow-through
• Consistently deliver on commitments and timelines for customer-facing and internal workstreams
• Build and maintain a deep understanding of Trovata’s platform and engage with customers about the most relevant features/functionality for their specific business needs
• Become a trusted advisor for customers around best practices for progressing their cash management, reporting, and forecasting needs with Trovata
• Establish, nurture, and expand relationships within each customer organization in concert with relevant Trovata team members and stakeholders 
• Leverage relationships, data/metrics, and team resources to proactively identify, assess, and flag risk, and collaborate with team to mitigate and address it
• Help to grow mutual accountability between Trovata and its customers as we build product, service models, and continually improve our delivery and execution

What Success Looks Like

• Own and proactively manage a book of business with full accountability for customer outcomes
• Consistently meet deadlines and follow through on commitments to customers and internal teams
• Lead customer calls with confidence, clear agendas, and defined next steps
• Drive adoption, engagement, and renewals
• Identify risks early and take action to develop save plans and mitigate churn

Qualifications

• 3–5+ years in Customer Success, Account Management, or similar customer-facing role in SaaS
• Demonstrated ability to manage multiple customers (various verticals) while maintaining strong attention to detail and follow-through with onboarding and training
• Proven track record of driving customer outcomes and owning renewal or expansion conversations
• Exceptional ability to communicate and foster positive business relationships with upper management and C-Suite executives
• Technical skills required, as they relate to the use of the product. In other words, you will become a product expert
• Accountability, attention to detail, and strong organizational skills are essential
• Educational or professional background in treasury, accounting, or finance

• Experience working with cash management, TMS, and/or accounting systems
• Experience working within sales and customer success tools like Salesforce, Jira, and Vitally

Benefits

• Remote-first/flexible work environment
• Flexible PTO 
• Paid Parental Leave
• Health, Dental & Vision Insurance with premiums covered by Trovata (99% for Employees and 75% for Dependents)
• Flexible Spending Accounts (Health & Dependent Care)
• Life and Long-Term Disability Insurance paid for by Trovata
• 401k Plan
• Equity
• Home Office Setup upon hire, including Macbook, Monitors, Adjustable Desk, Ergonomic chair, adaptors, and accessories
• Monthly Phone & Internet Stipend