[Hiring] Customer Success Manager @PhillyTech.Co

Role Description

As Customer Success Manager, you’ll take ownership of the company’s top banking and enterprise relationships while bringing structure to the existing support team. You’ll begin with joint customer calls alongside Sales, learning each account’s goals, stakeholders, and history before taking over the relationship.

• Manage ongoing engagement, keep customers focused on the value they receive, identify renewal risks, and spot opportunities to expand.
• Build the customer success playbook: onboarding, service level agreements, escalation paths, and account health checks.
• Assess how support operates today, preserve what works, and change what doesn’t.

Qualifications

• 3-5+ years in customer success, account management, or client facing services, with direct responsibility for a book of business.
• Startup experience and the ability to work through ambiguity, take initiative, and build practical processes.
• Confidence working with large enterprise customers and communicating with senior executives. Banking experience is not required, but it’s a huge plus.
• Exceptionally clear spoken and written English, with the ability to explain issues, set expectations, and represent the company professionally.
• Strong relationship management skills and the confidence to earn trust, address difficult conversations, and drive change within an established team.

Requirements

• Own day to day relationships with top banking and enterprise accounts, completing a structured handover from Sales.
• Manage account engagement and renewal, address risks early, and identify expansion or upsell opportunities.
• Build and implement onboarding playbooks, service level agreements, escalation paths, and account health checks.
• Improve the existing support team’s processes, expectations, and accountability.
• Run regular impact reviews that connect customer activity and outcomes to clear business value.
• Bring customer and vendor feedback to Product and coordinate internal follow through on issues affecting the customer experience.

Benefits

• Work directly with the CEO and influence decision-making.
• Opportunity to build and grow customer success processes.
• Support from an established team.

What Success Looks Like

• Within your first 90 days: Core customer success processes and service level agreements are live.
• During your first year: Top banking and enterprise relationships transition smoothly into your ownership.
• Every top account has a health check and clear visibility into risks and next steps.
• Top accounts are retained.
• Existing customer relationships generate expansion or upsell wins.