Customer Success Manager

Customer Success Manager

Worth, the AI-powered SMB onboarding, underwriting, and decisioning platform for financial institutions, is on the lookout for a dedicated Customer Success Manager who is passionate about helping customers achieve their goals using our innovative AI solutions. As part of our dynamic team, you will be instrumental in driving customer satisfaction and long-term success by fostering relationships and ensuring customers gain maximum value from our products.

Your role will involve the onboarding and implementation of new clients, understanding their unique needs, providing tailored support to enhance their experience, and developing winning growth strategies that prioritize the client's experience. You will act as a strategic partner, helping clients navigate our platform effectively, instilling confidence in our technology, and growing their engagement with the Worth suite of products and services. In this role you'll be expected to take full ownership of a book of existing business in addition to net-new clients. You'll be surrounded by like-minded, driven, talented, and hard-working individuals that will support you as you ramp from day one. Your book will be yours to own and grow.

Join us at Worth AI as we reshape the landscape of decision-making powered by AI, and become a key player in our commitment to delivering exceptional customer experiences.

Responsibilities

• Assist and support the implementation process for newly acquired clients, ensuring a smooth onboarding experience
• Onboard new clients and provide hands-on training to ensure they can effectively leverage AI-driven solutions for underwriting, risk assessment, and financial decision-making
• Build and nurture strong client relationships, serving as a trusted advisor with a solid understanding of financial services, underwriting processes, and regulatory considerations
• Work closely with your clients to build success and growth plans that ensure maximum utilization while laying the foundation for expansion efforts
• Proactively engage with clients to assess satisfaction, identify challenges related to underwriting or financial workflows, and recommend solutions
• Serve as front-line point-of-contact for your clients, ensuring timely resolution of issues related to underwriting workflows, data integrations, or AI performance
• Maintain up-to-date client demographic, portfolio, and underwriting-related data within CRM and internal systems
• Work collaboratively with various internal teams to ensure seamless service delivery and problem resolution
• Gather customer feedback post-implementation and relay it to the product development team for ongoing enhancements
• Champion the voice of the customer internally, advocating for customer-centric improvements across FinTech and underwriting use cases
• Monitor customer success metrics and develop strategies for improvement
• Manage an assigned book of business overseeing all aspects of key accounts and client relationships
• Manage and grow existing client accounts monthly, by initiating contact with clients, identifying their needs and selling appropriate products to meet those needs
• Maintain internal reporting, organization, and ticketing system
• Partner with the Customer Success leaders to identify trends across the book of business, including underwriting performance, risk outcomes, and customer usage patterns
• Identify and execute on process improvement opportunities
• Lead weekly client syncs, steering committees, QBRs, and onsite sessions with stakeholders as needed
• Other duties as assigned