Note: The job is a remote job and is open to candidates in USA. Sharetec Systems is a company dedicated to enhancing the lives of credit unions and their members through innovative banking software solutions. They are seeking a Customer Success Manager to drive customer satisfaction, retention, and product adoption while serving as a trusted advisor to their clients.
Responsibilities
- Serve as the primary strategic contact for assigned credit union customers
- Develop trusted relationships with executive leadership, operational leaders, and key stakeholders
- Conduct Quarterly Business Reviews (QBRs)
- Create and maintain Success Plans for at-risk and strategic accounts
- Drive customer engagement through proactive outreach and relationship-building activities
- Act as the voice of the customer internally
- Identify customer risks early and coordinate cross-functional efforts to resolve concerns
- Develop recovery plans for at-risk accounts and lead retention efforts
- Escalate critical customer issues while maintaining executive-level communication
- Monitor customer health indicators and take action before issues impact satisfaction
- Help customers maximize utilization of Sharetec products and services
- Identify opportunities to improve operational efficiency and member experience
- Guide customers through new product releases, enhancements, and best practices
- Promote the adoption of available solutions that align with customer objectives
- Partner with training teams to increase product knowledge and utilization
- Partner closely with Support, Product, Professional Services, Sales, and Leadership teams
- Advocate for customer needs in product discussions and roadmap conversations
- Participate in customer escalations and strategic account planning
- Gather customer feedback through surveys, meetings, and ongoing engagement
- Identify trends and recurring themes affecting customer satisfaction
- Contribute to improvements in customer success processes, tools, and reporting
Skills
- 3+ years of Customer Success, Account Management, Relationship Management, Banking, Credit Union, SaaS, or Financial Technology experience
- Experience managing executive-level customer relationships
- Strong presentation and communication skills
- Ability to interpret business metrics and provide strategic recommendations
- Proven ability to manage multiple priorities and customer portfolios
- Experience working cross-functionally in a fast-paced environment
- Credit union or banking industry experience
- Core processing, digital banking, fintech, or SaaS experience
- Experience conducting QBRs, EBRs, or strategic account reviews
- Familiarity with Salesforce, CRM platforms, and customer health scoring tools
- Understanding of customer retention, NPS/cNPS, CSAT, and customer journey management
- Experience managing escalated customer situations
Benefits
- Medical, dental, vision, life, and disability coverage
- Generous Paid Time Off (PTO)
- Paid holidays (including your birthday off!)
- $1,000 employee referral program
- 401(k) with company matching
- Hybrid setting or fully remote
- Virtual events, collaborative team experiences, and regular all-hands meetings
Company Overview