[Hiring] Customer Success Manager @Melio from Xero

Role Description

As a Customer Success Manager, you will manage Melio’s most valuable customers, overseeing the strategic growth and retention of top-tier accounts. You will act as a consultant at key milestones to ensure long-term success, drive deeper platform usage, and identify new avenues for expansion. Additionally, you will regularly surface customer feedback to internal stakeholders, including leadership, Product, Voice of the Customer, and Strategy teams to continue to enhance the platform. You will own the consolidation of this feedback as well as the packaging and presentation of the insights.

Qualifications

• 3+ years of experience in Customer Success, Account Management, Sales, or any client-facing role.
• 1+ years experience utilizing a CRM software system, Salesforce preferred.
• Experience in a scaled customer success environment, maximizing impact for a large range of clients through scalable motions executed at key moments in a customer’s journey.
• Proven ability to adopt new technologies and teach others effectively.
• Strong communication and sales acumen, with the ability to understand the true needs of the customer.
• Takes an analytical, strategic approach to our customers’ success, constantly iterating to improve the whole customer experience.
• Excited to bring new processes and procedures to continue to develop the customer journey at Melio.
• Enjoys working cross-functionally with other teams across the organization on a diverse range of internal and customer-facing initiatives.
• Excellent time-management skills, as well as the ability to remain flexible as the company and role evolves.
• Passionate about speaking with and building relationships with small business owners.
• Has a track record of taking on additional responsibilities outside of their direct scope, showing a natural curiosity.

Requirements

• Own all strategic actions associated with customer engagement and retention efforts.
• Build dynamic relationships with your customers through meaningful interactions and comprehensive engagements.
• Lead customers through early adoption and proactively shepherd them through lifecycle stages.
• Continuously evaluate customer health signals and feedback to surface churn risks and growth pathways.
• Execute proven sales methodologies to guide strategic customer conversations.
• Share ownership of “one-to-many” motions (e.g. webinars) to support customer education at scale.
• Work collaboratively alongside relevant Melio departments to ensure the voice of the customer is elevated.
• Proactively evaluate best practices when it comes to processes and procedures within the Customer Success role.
• Leverage internal tools, such as Salesforce, Tableau, Outreach, and Gong to ensure effective communication.

Benefits

• Competitive compensation packages: We strive to make each and every employee feel valued and appreciated.
• The annual base salary range for this position is $70,000 - $85,000 with an additional bonus component.
• Medical, Dental, and Vision: Generous and highly competitive plans with up to 100% employer-paid coverage.
• 401K matching: Feel the investment of working at a hyper-growth startup.
• Wellness: A holistic approach to wellness with a focus on providing financial, physical, emotional, social, and community support.
• Time Off: Competitive vacation time, sick days, holidays, and parental leave.
• Food perks: Enjoy a weekly Seamless stipend.
• Growth and development: Lean on the diverse team to foster professional and personal growth through workshops and mentorship programs.