ECA Staffing Solutions, Inc.
Customer Success Manager - Audit
Job Summary:
As a Customer Success Manager - Audit, you will be the bridge between our cutting-edge fintech platform and our clients, ensuring they achieve their desired outcomes through exceptional onboarding, support, and documentation. You will focus on creating, maintaining, and optimizing customer success documentation to drive product adoption, satisfaction, and retention. This role requires a deep understanding of fintech products, strong communication skills, and a proactive approach to building clear, user-friendly documentation tailored to financial services clients.
Key Responsibilities:
Qualifications:
Job Summary:
As a Customer Success Manager - Audit, you will be the bridge between our cutting-edge fintech platform and our clients, ensuring they achieve their desired outcomes through exceptional onboarding, support, and documentation. You will focus on creating, maintaining, and optimizing customer success documentation to drive product adoption, satisfaction, and retention. This role requires a deep understanding of fintech products, strong communication skills, and a proactive approach to building clear, user-friendly documentation tailored to financial services clients.
Key Responsibilities:
- Auditing results from ledger trace activity.
- Customer Onboarding & Success: Guide clients through the onboarding process, ensuring seamless implementation and adoption of our fintech platform. Develop personalized success plans to align with client goals, such as improving transaction efficiency or ensuring regulatory compliance
- Documentation Development: Create and maintain comprehensive customer success documentation, including user guides, FAQs, onboarding checklists, and best practice resources tailored to fintech use cases (e.g., AML compliance, payment workflows, or financial reporting
- Customer Journey Mapping: Build and update customer success journey maps to outline key milestones, tools, and handoffs, ensuring clarity for both clients and internal teams.
- Proactive Engagement: Conduct regular check-ins with clients to assess satisfaction, address issues, and provide strategic guidance. Use account health metrics to proactively identify risks and opportunities for expansion
- Cross-Functional Collaboration: Work closely with Sales, Product, Engineering, and Compliance teams to relay customer feedback, enhance documentation, and align product updates with client needs, particularly in areas like financial regulations or emerging technologies
- Training & Education: Develop and deliver training materials, webinars, and workshops to educate clients on product features, updates, and best practices in the fintech space.
- Metrics & Reporting: Monitor customer success metrics (e.g., Net Promoter Score, churn rate, adoption rates) and report on performance to leadership. Use data to refine documentation and strategies
- Upselling & Retention: Identify opportunities for account expansion by understanding client needs and aligning them with additional features or services, such as advanced analytics or compliance tools
- Industry Expertise: Stay current with fintech trends, regulations (e.g., KYC, GDPR, PSD2), and emerging technologies to ensure documentation reflects the latest industry standards
Qualifications:
- Bachelor's degree in Business, Finance, Marketing, or a related field.
- 3-5 years of experience in customer success, account management, or a related customer-facing role, preferably in a fintech, SaaS, or technology startup.
- Background in Audit with a desire to move into FinTech.
- Proven experience creating and managing customer-facing documentation, such as user guides, technical manuals, or knowledge bases
- Strong understanding of financial technology products, compliance requirements, and industry trends (e.g., payments, lending, or blockchain).
- Excellent written and verbal communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
- Proficiency with customer success tools (e.g., ChurnZero, HubSpot, Gainsight) and CRM systems (e.g., Salesforce).
- Analytical mindset with experience using data to drive decisions and improve customer outcomes.
- High emotional intelligence, empathy, and relationship-building skills to foster trust with clients.
- Ability to thrive in a fast-paced startup environment with minimal supervision.
- Bonus: Certification in Customer Success Management or experience in financial crime/compliance (e.g., AML, KYC).
- Documentation expertise (e.g., creating clear, concise, and engaging user guides)
- Project management and organizational skills
- Fintech industry knowledge (e.g., regulatory compliance, financial workflows)
- Strong problem-solving and analytical abilities
- Persuasion and negotiation skills for upselling and renewals
- Proactive approach to customer engagement and issue resolution
- Familiarity with customer success metrics (e.g., NPS, CLV, churn rate)