[Hiring] Customer Success Manager @EXUS

Role Description

We are looking for a Customer Success Manager to own post go live success and the long term health of an assigned portfolio of customers using EXUS debt collections and recovery platforms. You will turn product usage and customer outcomes into practical success plans, help customers realize value, and make emerging risks visible early.

You will work closely with Delivery, Support, Product, Engineering and the BAs depts. The Customer Success Manager owns commercial proposals, negotiations and renewals; this role provides customer insight, health evidence and expansion opportunities to support those decisions.

Responsibilities:

• Lead the transition from the project team after go-live.
• Drive platform adoption and customer value.
• Monitor customer health and flag retention risks early.
• Lead quarterly business reviews on outcomes and priorities.
• Coordinate customer communication and follow-up on critical issues with Support.
• Identify customer advocates and refer expansion opportunities to the Customer Success Manager.
• Represent the voice of the customer internally and follow up on agreed actions.

Qualifications

• Bachelor’s degree in Business Administration, Sales, IT, or a related field.
• At least 3 years of relevant experience in Enterprise SaaS Customer Success, Program Management, or Sales, with banking experience required.
• Experience managing ongoing customer relationships, including post-deployment engagement, adoption, business reviews, and customer needs.
• Demonstrated experience working with multiple business and technical stakeholders throughout complex enterprise deployments lasting six months or more, including transition and handover to ongoing operations.
• Ability to interpret usage data, dashboards, and customer outcome metrics, identify limitations in the available data, and translate findings into specific actions related to adoption, customer outcomes, or risk mitigation.
• Proven ability to collaborate with Delivery, Support, and Product teams to establish ownership, track actions to completion, and maintain constructive customer relationships.
• Working proficiency with CRM or Customer Success platforms, BI dashboards, and project management or support portals.
• Strong written and spoken English, with the confidence to communicate effectively with senior customer stakeholders, facilitate business reviews, and coordinate complex or sensitive escalations.
• Willingness to travel for key go-lives, customer meetings, and business reviews, approximately 30% annually, as required.

Requirements

• Domain knowledge: Experience in collections, lending, banking operations, or financial software.
• Process improvement: Lean or Six Sigma training/certification, or demonstrated experience facilitating measurable process improvement initiatives or workshops.
• Technology exposure: Experience working with AI- or machine learning-enabled financial software.
• Additional languages: Proficiency in Thai, Spanish, or French, in addition to English.

Benefits

• Fully remote work setup.
• Competitive salary.
• Inclusive work environment & Well-being Program.
• A clear induction program & a mentoring buddy to help you.
• Private health insurance allowance.
• Unlimited time off.