Customer Success Manager

Customer Success Manager

We are seeking an accomplished Customer Success Manager with 3+ years of experience driving measurable business value for customers in B2B SaaS, preferably within the Office of Finance, Accounts Payable (AP) Automation, ERP, or adjacent financial software domains. The ideal candidate will demonstrate strong relationship-building capabilities, a value-realization mindset, and proven expertise in partnering with multiple stakeholders across cross-functional internal teams and client organizations. This role requires a proactive and adaptable professional who thrives in dynamic environments and brings a balanced perspective from experience in both high-growth technology companies and more structured, enterprise-level organizations.

You will be responsible for owning the post-sale customer journey, from pre-implementation through renewal, fostering strong relationships, ensuring customers realize the full value of onPhase solutions, and identifying opportunities for continued growth. Strong communication, customer advocacy, and cross-functional coordination with Sales, Account Management, Implementation, Services, and Product are key to success in this role.

Key Responsibilities

• Own the post-sale customer relationship, guiding customers through pre-implementation activities and supporting them through go-live and early adoption to ensure a smooth transition into ongoing success.
• Lead investigative conversations with customer stakeholders to uncover goals, challenges, and growth opportunities, and execute customer success plans that deliver measurable business outcomes.
• Proactively monitor customer health (utilization trends, CSAT/NPS, qualitative feedback, and operational data) to surface actionable insights, identify success stories worth celebrating, and recommend configuration or process optimizations that increase the value of automation.
• Quantify and communicate the business value customers realize from onPhase, and cultivate referenceable customers.
• Proactively surface risks early and lead the creation of "Get to Green" plans with clear actions, owners, and success metrics.
• Partner with cross-functional teams (Support, Services, Product, Sales, and State/Partner teams) to accelerate issue resolution and protect customer outcomes.
• Maintain accurate health and risk forecasts that inform renewal readiness, and partner with Account Management to support the renewal process and protect long-term customer relationships.
• Regularly review customer success plans with stakeholders to adjust strategies as needed.
• Co-lead Impact Reviews with Account Managers to communicate business outcomes, product value, and forward-looking initiatives.
• Identify expansion opportunities through investigative discovery and usage insights, and surface them to the Sales team.
• Provide insight and advocacy to Account Managers to build value-based cases for expansion.
• Act as the voice of the customer within the company by surfacing feedback, insights, and patterns to internal teams to drive product improvements and inform strategic decisions.

Qualifications

Required

• 3+ years proven experience in customer success, account management, or a similar customer-facing role in B2B SaaS.
• Demonstrated experience driving measurable business value and outcomes for customers, with the ability to translate product capabilities into business impact.
• Experience supporting Office of Finance customers (AP, AR, ERP, or financial software).
• Proven track record of partnering across cross-functional teams (Sales, Implementation, Services, Product, Support) to drive customer outcomes.
• Experience interpreting customer health signals (usage data, CSAT/NPS, and qualitative feedback) to identify risk and opportunity.
• Strong communication and interpersonal skills, with the ability to build rapport and trust with customers, including senior stakeholders.
• Excellent problem-solving and conflict resolution abilities.
• Detail-oriented with strong organizational skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Familiarity with CRM software and other relevant tools.

Preferred / Nice to Have

• Bachelor's degree in business or a related field.
• Background working in both high-growth technology companies and more structured, enterprise-level organizations.

What You'll Bring

• A passion for delivering exceptional customer experiences and driving customer success.
• Willingness to adapt to changing priorities and embrace new challenges.
• A consultative, customer-centric mindset focused on long-term outcomes over short-term wins.
• The ability to navigate ambiguity with structured thinking, clear prioritization, and outcome-driven decision-making.

Location & Travel

This role requires up to 15% travel for on-site customer visits and in-person collaboration meetings at our corporate office in the St. Petersburg, FL.