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Customer Success Manager

Flourish Savings

Flourish Savings

Posted on Tuesday, June 25, 2024

About Flourish Fi

Flourish FI is changing the relationship between people and money. We are building solutions to help banks, neo-banks, credit unions, and other financial institutions empower people to establish positive money habits by making it feel like play. Flourish currently serves financial institutions in the US and Latam, but our vision is global!

About the role

We are looking for a Customer Success professional who wants to work in a fast-paced innovative startup and is passionate about helping individuals build positive money habits and achieve financial security.

Customer Success at Flourish works closely with product, technology, and founders and interface with key internal & external stakeholders to develop and execute customer success strategies to delight current customers and drive new business. You will be breaking new ground in building processes and being part of the early customer-facing team.

You must be driven to action and able to influence. You execute plans and inspire others to deliver desired results. You will guide and advise customers through the post-implementation journey, focusing on adoption and value expansion.

The ideal candidate will have early stage b2b experience. You understand how to partner with the product team and execute predictably, including building relationships, running day-to-day execution, and coordinating customer support activities.

Given our current stage, the person will wear multiple hats (customer success, customer support, support with business development, and project management).

What you’ll do

1) Manage relationships with enterprise customers and ensure delivery of an excellent customer experience.

  • Steer the client lifecycle through product adoption, renewal, and upsell with ongoing communication, success measurement, and support.
  • Be the voice of the customer for any and all matters specific to assigned accounts.
  • Collaborate with customers and internal stakeholders to continuously improve customer experience.

2) Drive customer awareness, engagement, and adoption of solutions, associated features, and services to maximize the realized value of customer’s purchased solutions.

  • Develop listening points in the journey (e.g., usage, satisfaction, etc.)
  • Inspire collaboration between clients and Flourish
  • Run performance and metrics meetings regularly, including monthly business reviews with clients.

3) Provide exceptional customer support

  • Effectively manage inbound inquiries, addressing Level 1 support issues, and escalating complex cases to higher tiers as necessary to ensure prompt and satisfactory resolution
  • Ensure compliance with Customer Service Level Agreements (SLAs).

4) Forecast and track key account metrics while delivering consistent results.

  • Measure the effectiveness of Customer Success & define operational metrics
  • Create cadence for review within the team including the executive team & company

5) Identify, grow, and close new opportunities with assigned accounts

  • Ensure growth attainment of each account.

6) Use quantitative and qualitative data as evidence to support your proposals and recommendations internally and externally.

7) Develop subject-matter expertise in industry-specific business challenges and trends.

What you'll need to be successful

1) 4+ years of Customer Success or Account management positions that require product expertise, ideally in a technical SAAS/white-label/API company. Background in product is valuable in this position. Sales experience is a plus.

2) Fluency in English and Spanish. Proficiency in Portuguese is a plus.

3) Excellent communication, presentation, and storytelling skills.

4) You have strong organizational skills, are detail-obsessed, and process-driven. You always look for ways to improve the process.

5) Experience with business development in technology and B2B ecosystem

6) An ability to work independently within a small, fast-paced team

  • Bias for action, proactivity, and possess an entrepreneurial mindset

7) Stay on the forefront of industry and technology trends

8) Work with a sense of empathy for others, both customers and your colleagues

  • Experience gathering actionable customer feedback
  • Experience being the mediator of customers, marketing/sales, and business stakeholders

9) A strong moral compass and commitment to Flourish’s core values of empathy, honesty, and integrity

10) Relevant Bachelor’s degree; preference for computer science or related degrees. MBA is a plus.

Steps to become a Flourisher

First interview, case presentation, conversations with key team members/advisors (i.e.: sales, product, eng), and talk with co-founders.

Our perks

✅ Flexible working hours

🗺 Fully remote

👋🏽 In-person team-building & onsite

🚀 Stock options (you being an owner is important to us)

Flourish is committed to building a diverse and inclusive team. We do not discriminate against qualified applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.