Senior Customer Success Manager
2 days ago
**About the Role**
As a **Senior Customer Success Manager** for First AML you will play an important role in our customer’s experience with our product. Looking after a portfolio of customers you will act as their main point of contact ensuring they are getting the most out of our SaaS platform resulting in renewals and upsell opportunities.
We are looking for someone who can find innovative new ways to expand their portfolio and create First AML advocates.
**In this role you will**
- Own your own portfolio of customers and own the client relationship
- Responsible for expanding accounts and having a strategic plan in place to achieve this
- Work with internal stakeholders to achieve the best outcome for your client and the business
- Set and manage expectations with customers and internal stakeholders
- Be responsible for monitoring customers flow, escalations, usage and contract variations (including pricing changes)
**Desired Skills and Experience**
**What are we looking for?**
- At least 2-3 years B2B SaaS/Software Customer Success/Account Manager/Relationship manager experience
- Ability to effectively connect with and communicate across stakeholders - C suite, senior business professionals through to operational staff
- Proven success in identifying and pursuing customer growth opportunities
- Naturally inquisitive with critical thinking skills to solve problems
- Ideally have a solid understanding and/or experienced in working within the NZ financial services or legal industries
- Customer focused - willing to go above and beyond to create customer advocates
- Enjoy working in a fast paced startup environment where processes and the way we do things are constantly evolving
- You enjoy taking ownership of your customer portfolio and thinking strategically
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