Remote Job
Customer Success Manager II
Stavvy- 90000 - 110000 USD per Year
- Full Time
- Posted : 2 months ago
Stavvy is transforming how business is conducted remotely by making complex legal and financial transactions easier, safer, and more accessible to all. Whether we are working to enable title companies to facilitate remote closings in a safe way, better connecting lenders with the businesses they use during the home buying process, or building the next set of tools for the platform, Stavviators (our employees) are disruptors at heart. Our team is constantly iterating, solving problems, and working together to simplify life's defining moments. If you want to help power the paperless revolution, join us at Stavvy!
In this customer success manager role, you will be an integral part of the Revenue team, Responsible for assisting in change management to promote the adoption of digital transformation within the mortgage servicing industry.
What You'll Do
- Facilitate Change Management & Drive Adoption: Manage a high touch onboarding & implementation process while maintaining a strategic consultative role for large enterprise clients within the mortgage servicing space
- Identify Growth Opportunities & Risk Mitigation: Monitoring customer health to take proactive action based on the gathered information & data analytics
- Account Plan Success Strategy: Ongoing collaboration with the Stavvy internal account team and external customer stakeholders in the creation and maintenance of an Account Plan detailing their immediate and future needs, desired business outcomes, & success metrics
- Maintaining accurate internal customer records: to support reporting back to the business
- Plan & Host Executive Business Reviews: for enterprise customers bringing key stakeholders and contributors to the table to share wins, new industry best practices, and review areas of potential growth/additional value
- Renewals: Managing the renewal records, communications & negotiations with both internal and external stakeholders
- Support Tech Touch SMB Book of Business: Contributing to and execution of a creative tech touch strategy to support SMB book of business post onboarding & implementation
- Product Knowledge: Pursuing product expertise, staying up to date on roadmap, product releases and managing customer feature requests/feedback in order to properly provide insight, consult and elevate the customer’s experience
- 3+ consecutive years in a customer success role, with at least two of those years at the same company, managing an enterprise-level book of business
- Background in Fintech, Mortgage Lending, Servicing, or Origination
- Proven track record of driving adoption and customer retention
- A proactive, customer-centric individual who thrives in creatively solving complex challenges in a fast-paced environment
- Relational and collaborative team player with the ability to plan and think both strategically and tactically
- Active listener with effective verbal and written communication skills
- Organized, detail-oriented, and process-driven to enhance cross-functional collaboration
- Fully Covered Medical Insurance
- Dental and Vision Insurance
- Equity
- Unlimited PTO
- Paid Holidays
- 401K
- Office centrally located in Boston’s financial district
- Paid Parental, Medical & Military Leave
- Monthly $100.00 employee lifestyle stipend
- Competitive salary and generous stock options
- Core values-based leadership
- Endless opportunities to learn and take on new responsibilities in a fast-paced, growth-mode startup
- Stavvy is committed to competitive and equitable pay for all Stavviators. The listed pay range for this role is a good faith estimate of the hiring range for this position. Compensation offered will be determined based on several factors including an individual’s experience, qualifications, and geographic location.
- The Boston based range for this full time position is $90,000 - $110,000
Skills
- Business Reviews
- Communication
- Customer Engagement
- Customer Retention
- Customer Satisfaction
