Customer Success Manager - Clients

Summary

Pismo is seeking a Customer Success Manager (CSM) to support new and existing customers (B2B) helping to drive retention increase user engagement and maintain high customer satisfaction. The Customer Success Manager acts as a trusted advisor to our customers helps communicate the value of the Pismo products and responds to customer needs questions and requests. The ideal candidate is proactive and driven by data to anticipate problems. This person can develop a continuous and evolutive job to straighten the relationship with clients and has relevant industry experience in Payments Card processing and Banking and a shown ability to establish technical discussions with clients.   The CSM will meet with customers regularly to discuss business and operational challenges they may be facing to understand their definition of success with Pismo and to offer proactive advice on optimizing or enhancing the use of the Pismo platform. The CSM will not personally perform projects or issue resolutions for the customer but must work closely with internal teams to seek the defined goal. Additionally the CSM will coordinate with the Account Manager (Sales) by creating and sharing roadmaps on customers’ functional use of Pismo Products and contributing to long-term strategic planning.

What you'll do

• Proactively engage with customers to understand their needs challenges and objectives.

• Build long-term strategic relationships with key stakeholders in your portfolio and develop a deep understanding of your customers’ business processes goals and strategies.

• Serve as the primary point of contact for your assigned accounts fostering trust and confidence in our partnership.

• Develop a deep understanding of the customer's business and industry to provide solutions and advice.

• Work closely with customers to create and execute a success plan that aligns with their business objectives and maximizes the value they receive from our solutions and coordinate projects to seek for it.

• Act as a customer advocate within the company representing their feedback and needs to relevant teams.

• Ensure timely resolution of customer issues working closely across Pismo teams.

• Collaborate with other collaborators in the organization who are responsible for ensuring Customer Success: Account Manager (AM) and Technical Support.

• Provide education and resources to customers to enable them to use our products/services effectively.

• Conduct regular check-ins to ensure customers are leveraging the full capabilities of our offerings.

• Influence the company to adapt or create new processes with a focus on providing better experience and support to our customers.

Minimum Qualifications

• 5+ years of professional experience in a Customer Success (preferable) Account Management or Project Management role ideally in a high-growth start-up environment with a B2B Model

• Experience in Investments and assets registered in a brokerage house ( Cards receivables Time deposits and others)

• Structured thinking and high focus on results

• Detail-oriented with strong analytical writing and communication skills.

• Innovator soul and receptive to changes.

• Must be able to develop and grow relationships with customers.

• Ability to develop strong relationships at C-level of enterprise companies to become a consultant.

• Influence skills to implement new processes that result in a client excellence experience.

• Track record of high customer satisfaction

• Experience working with a full lifecycle of customer success.

• Fluency in written and spoken English.

• Spanish is desirable.

• Experience in Payments Cards processing and Banking is desirable

Core Benefits

• Remote work

• Flexible hours

• Gympass

• Meal & Food vouchers

• Remote work financial support

• Life Insurance

• Medical and Odontological Assistance

• Employee child care benefit: daycare

• Vidalink partnership

• Day off (Birthday)

• Support for studying languages

• 50% off AWS and GCP certifications