Customer Success Manager

About Routefusion
Routefusion is the first embedded cross-border-payments-as-a-service company founded by software engineers for software engineers. Routefusion's API enables neo-banks, payroll providers, platforms, and marketplaces to begin offering cross-border payments to their customers in as quickly as two days. With a single integration, Routefusion customers have access to more than seven different banking and FX providers. The company has closed $14 million in seed funding, led by Silverton Partners and Canvas Ventures with additional participation from Initialized Capital and William Hockey, co-founder of Plaid.
Routefusion was founded in 2018 by Colton Seal and Richard Scappaticci and is based in Austin, TX.
Position Summary
As a Customer Success Manager, your main role is to make sure all of our clients' needs are met and they are happy with us and our product experience. A large part of supporting our customers is having a great understanding of our products, features and capabilities. You will be working hand in hand with our engineering/product team to test new features as well as advocate for clients needs.
Key Relationships
Reports to Annie Klomhaus, COO.
Key Responsibilities

• Promote customer loyalty by building a trust relationship with high value and strategic customers over and above transactional requests (tickets) and the other service Routefusion provides. You're "Tom Brady"! You're the point person and quarterback in all customer relationships.
• Build active lines of communication and trust with customer management, project teams, implementation partners, and technology partners working within the assigned accounts.
• Identify gaps in current product solutions and effectively communicate problems and potential solutions with product owners.
• Serve as the liaison between the engineering and operations teams when onboarding new clients. This includes setting them up on our product, double checking that all of their requirements are being met, and walking them through our product and first test payment.
• Proatively monitor our customers' payment activity daily. Look for trends, things that are abnormal and think critically about how we can get in front of it.
• Problem solve any payment issues that are raised to us by our customers or banking partners
• Route compliance requests from our banking partners to our customers in a prompt, accurate and timely matter
• Support our software interface and train customers on how to use it
• Pull and create manual reports as needed
• Deal with all miscellaneous activity related to our customers payments
• Clear articulation of Routefusion's vision, products, solutions & capabilities to key contacts within accounts.

Ideal Candidate

• Customer support experience
• Payments experience and subject matter expertise
• Are flexible on working hours if a customer slacks us early morning, late night or on a weekend
• Project management know-how and strong attention to detail
• Strong ability in problem resolution, team building, dealing with ambiguity, with a demonstrated ability to think at a strategic level
• Cross-border payments and API knowledge is preferred. Ability to create unique jokes at the expense of the CTO.

Culture

• We believe in an active, healthy lifestyle - we think that if you take care of your mind, body, and soul that directly translates into a happier life which directly impacts the quality of your work.
• We believe in a family-first culture. The most important aspect of one's life is their family, and relationships outside of work. We think if we build a culture around family values, that will directly translate into a happier employee and a more performant culture at Routefusion.
• We are a glass is half full company. We are realistic optimists that bring sunshine and rainbows into the office or Zoom calls every day. Problems are a good thing because they lead to solutions and better products.
• We believe in leveling up ourselves and one another. We work hard to build ourselves up in activities outside of work, whether that is Mountain Biking, Skiing, Sand Volleyball, Yoga, Gardening, Fashion, Spiritual life, or anything in between.
• We believe that if you are working at Routefusion you are here because you are meant to be here. You are here to build the future of payments and international banking, creating a one-world financial operating system. We look for people that are mission-driven not paycheck-driven. We think this is the healthiest environment to work in, and also the most fun