Octomate
The
Customer Success (GTM) Manager
plays a strategic role in driving customer adoption, satisfaction, and growth across the fintech product portfolio. This role bridges the gap between sales, product, and operations, ensuring customers achieve measurable success and long-term value from the company’s financial technology solutions. Key Responsibilities
Customer Onboarding & Engagement
Lead end-to-end onboarding for new customers, ensuring seamless setup and product adoption. Conduct training sessions, demos, and walkthroughs tailored to customer needs and business objectives. Serve as the primary point of contact post-sales, building trusted advisory relationships with key stakeholders. Account Growth & Retention
Drive account expansion through upselling and cross-selling of additional fintech solutions and services. Monitor account health, usage trends, and satisfaction scores to identify renewal or churn risks early. Collaborate closely with the Sales and Product teams to develop strategies that improve retention and lifetime value. Operational Excellence
Track KPIs such as NPS, churn rate, adoption rate, and time-to-value to measure success. Maintain CRM and success tools (e.g., HubSpot, Gainsight, Salesforce) for accurate customer data and activity tracking. Collaborate with cross-functional teams to resolve escalations and ensure a consistent customer experience. Customer Insights & Product Feedback
Act as the voice of the customer, providing structured feedback to product and engineering teams. Identify opportunities for process and product enhancements that improve customer outcomes. Support product launches and GTM initiatives by preparing customer enablement materials and communications. Requirements
Bachelor’s degree in
Business, Marketing, Finance, or Technology-related
field. 5–7 years
of experience in customer success, account management, or GTM roles, ideally in a
fintech or SaaS
environment. Strong understanding of
financial systems, payments, or digital banking products. Proven track record in
retention, upselling, and cross-functional collaboration. Excellent communication, stakeholder management, and analytical skills. Proficiency with CRM, analytics, and customer success tools (e.g., Salesforce, Gainsight, HubSpot, Looker).
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Customer Success (GTM) Manager
plays a strategic role in driving customer adoption, satisfaction, and growth across the fintech product portfolio. This role bridges the gap between sales, product, and operations, ensuring customers achieve measurable success and long-term value from the company’s financial technology solutions. Key Responsibilities
Customer Onboarding & Engagement
Lead end-to-end onboarding for new customers, ensuring seamless setup and product adoption. Conduct training sessions, demos, and walkthroughs tailored to customer needs and business objectives. Serve as the primary point of contact post-sales, building trusted advisory relationships with key stakeholders. Account Growth & Retention
Drive account expansion through upselling and cross-selling of additional fintech solutions and services. Monitor account health, usage trends, and satisfaction scores to identify renewal or churn risks early. Collaborate closely with the Sales and Product teams to develop strategies that improve retention and lifetime value. Operational Excellence
Track KPIs such as NPS, churn rate, adoption rate, and time-to-value to measure success. Maintain CRM and success tools (e.g., HubSpot, Gainsight, Salesforce) for accurate customer data and activity tracking. Collaborate with cross-functional teams to resolve escalations and ensure a consistent customer experience. Customer Insights & Product Feedback
Act as the voice of the customer, providing structured feedback to product and engineering teams. Identify opportunities for process and product enhancements that improve customer outcomes. Support product launches and GTM initiatives by preparing customer enablement materials and communications. Requirements
Bachelor’s degree in
Business, Marketing, Finance, or Technology-related
field. 5–7 years
of experience in customer success, account management, or GTM roles, ideally in a
fintech or SaaS
environment. Strong understanding of
financial systems, payments, or digital banking products. Proven track record in
retention, upselling, and cross-functional collaboration. Excellent communication, stakeholder management, and analytical skills. Proficiency with CRM, analytics, and customer success tools (e.g., Salesforce, Gainsight, HubSpot, Looker).
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