Customer Success Manager

Customer Success Manager

New York City

Customer Success Manager Location: Hybrid in New York City (3 day in-office requirement)

Qualifications:

• 3+ years of experience in Customer Success, Account Management, Sales, or any client facing role.
• 1+ years experience utilizing a CRM software system, Salesforce preferred.
• Experience in a scaled customer success environment, maximizing impact for a large range of clients through scalable motions executed at key moments in a customer's journey.
• Proven ability to adopt new technologies and teach others effectively.
• Strong communication and sales acumen, with the ability to understand the true needs of the customer, helping them tap into the full value of Melio's platform for their unique business.
• Takes an analytical, strategic approach to our customers' success, constantly iterating to improve the whole customer experience.
• Excited to bring new processes and procedures to continue to develop the customer journey at Melio.
• Enjoys working cross-functionally with other teams across the organization on a diverse range of internal and customer-facing initiatives.
• Excellent time-management skills, as well as the ability to remain flexible as the company and role evolves.
• Passionate about speaking with and building relationships with small business owners, helping their businesses succeed with Melio.
• Has a track record of taking on additional responsibilities outside of their direct scope, showing a natural curiosity.

Bonus Points:

• Experience working with small businesses in an account management or customer success capacity.
• Prior experience working in a SaaS environment and/or in the financial technology space

A day in the life and how you'll make an impact:

• Own all strategic actions associated with customer engagement and retention efforts.
• Build dynamic relationships with your customers through meaningful interactions and comprehensive engagements, developing a deep understanding of their business needs to drive retention.
• Lead customers through early adoption and proactively guide them through lifecycle stages, educating on best practices, removing friction, and accelerating time-to-value.
• Continuously evaluate customer health signals and feedback to surface churn risks and growth pathways across the customer lifecycle.
• Execute proven sales methodologies to guide strategic customer conversations, deepen discovery, and influence outcomes for the customer and the business.
• Share ownership of "one-to-many" motions (e.g. webinars), when required, to support customer education at scale
• Work collaboratively alongside relevant Melio departments to ensure the voice of the customer is constantly elevated in a digestible, actionable format, and that the customer is receiving the utmost support and satisfaction.
• Proactively evaluate best practices when it comes to processes and procedures within the Customer Success role; suggest changes or enhancements to existing procedures to ensure the team's motions are aligned with the goals of customers and the business.
• Leverage internal tools, such as Salesforce, Tableau, Outreach, and Gong to ensure effective communication and impact assessment.

About the team:

As a Customer Success Manager, you will manage Melio's most valuable customers, overseeing the strategic growth and retention of top-tier accounts. You will act as a consultant at key milestones to ensure long-term success, drive deeper platform usage, and identify new avenues for expansion. Additionally, you will regularly surface customer feedback to internal stakeholders, including leadership, Product, Voice of the Customer, and Strategy teams to continue to enhance the platform. You will own the consolidation of this feedback as well as the packaging and presentation of the insights.

About Melio USA:

• Competitive compensation packages: We strive to make each and every employee feel valued and appreciated.
• Medical, Dental, and Vision: We offer generous and highly competitive plans with up to 100% employer-paid coverage, FSA and HSA.
• 401K matching and stock options: Feel the investment of working at a hyper-growth startup.
• Wellness: We take a holistic approach to wellness at Melio with a focus on providing financial, physical, emotional, social, and community support for our employees.
• Time Off: Time to rest and recharge is a priority for us. We offer competitive vacation time, sick days, holidays, parental leave and wedding days to allow you to take the time you need, when you need it.
• Food perks: Enjoy our fully stocked kitchens, along with a weekly Seamless stipend and plenty of catered meals each week.
• Office culture: Thrive in our collaborative offices in New York City or Denver, in a hybrid working environment. We are dog friendly as well!
• Growth and development: Lean on the diverse team to foster professional and personal growth through workshops, mentorship programs, and team building activities.

Melio builds business-to-business (B2B) payment tools so small business owners can spend less time in the back office and more time on their craft. As the fastest-growing B2B payment platform in the US, Melio is working hard to find new and better ways to help small businesses succeed in the ways that work best for them.

Melio's diversity, equity and inclusion efforts have always been a top priority within our team. We are an Equal Opportunity Employer, and all of our employees encompass different strengths, experiences and backgrounds. DEI within Melio prioritizes race, gender, age, disability status, veteran status, sexual orientation, religion and many other parts that make up one's identity. Having a diverse team across all offices is key to our success, and inclusion is each #TeaMelio member's responsibility. Melio accepts job applications on an ongoing basis until the position is filled.