Customer Success Manager

Job DescriptionJob DescriptionWorth, 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 experienceOnboard new clients and provide hands-on training to ensure they can effectively leverage AI-driven solutions for underwriting, risk assessment, and financial decision-makingBuild and nurture strong client relationships, serving as a trusted advisor with a solid understanding of financial services, underwriting processes, and regulatory considerationsWork closely with your clients to build success and growth plans that ensure maximum utilization while laying the foundation for expansion effortsProactively engage with clients to assess satisfaction, identify challenges related to underwriting or financial workflows, and recommend solutionsServe as front-line point-of-contact for your clients, ensuring timely resolution of issues related to underwriting workflows, data integrations, or AI performanceMaintain up-to-date client demographic, portfolio, and underwriting-related data within CRM and internal systemsWork collaboratively with various internal teams to ensure seamless service delivery and problem resolutionGather customer feedback post-implementation and relay it to the product development team for ongoing enhancementsChampion the voice of the customer internally, advocating for customer-centric improvements across FinTech and underwriting use casesMonitor customer success metrics and develop strategies for improvementManage an assigned book of business overseeing all aspects of key accounts and client relationshipsManage and grow existing client accounts monthly, by initiating contact with clients, identifying their needs and selling appropriate products to meet those needsMaintain internal reporting, organization, and ticketing systemPartner with the Customer Success leaders to identify trends across the book of business, including underwriting performance, risk outcomes, and customer usage patternsIdentify and execute on process improvement opportunitiesMaintain up-to-date client demographic, portfolio, and underwriting-related data within CRM and internal systemsLead weekly client syncs, steering committees, QBRs, and onsite sessions with stakeholders as neededOther duties as assignedRequirements3+ years of experience in customer success, account management, or a related fieldExcellent communication and relationship-building skillsProven ability to manage multiple projects and clients effectivelyStrong analytical and problem-solving skillsExperience in the software or technology industry is highly desirableAbility to thrive in a fast-paced environment and adapt to changing prioritiesExperience in FinTech, credit and risk industriesWorking understanding of underwriting principles, credit risk, lending workflows, and financial data modelsStrong knowledge of AI technologies and their applications in financial technology, underwriting, credit decisioning, and risk managementProficiency with CRM platforms such as Monday and HubSpot, ticketing systems such as Linear, and customer success toolsProven ability to independently own onboarding, escalations, and executive relationships without heavy ramp timeUp to 25% travel, including 2 offsite corporate events per year in Orlando, FloridaPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice*For candidates local to metro Orlando, Florida area- this role is Hybrid 3 days/week in our Winter Park, Florida OfficeBenefitsHealth Care Plan (Medical, Dental & Vision)401 (k)Life InsuranceUnlimited Paid Time Off9 paid HolidaysWork From HomeFree Food & Snacks (for those in Orlando, FL)