Manager - Customer Success

Description Ottimate (formerly Plate IQ) helps fast growing businesses automate accounts payables on their terms. We simplify everything from invoice management to payments for both recurring and one-off expenses with a cloud-first approach that enables remote work. Ottimate’s AP Automation and VendorPay Network helps businesses pay and get paid faster. At Ottimate passion generates excitement for what we do and how we do it. With passion at the heart of everything we do we nurture ideas inspire excellence and find creative ways to eliminate obstacles for cultivating growth. The positive attitude with which we assist one another develops open honest and genuine connections. Above all we celebrate and embrace our differences. We invest in each other because we win or lose as a team. Our values are at the center of our company and culture. At Ottimate (formerly Plate IQ) we value: Growth Customer Focus Innovation Accountability and Communication. The Role As the Manager Customer Success at Ottimate you will lead a team focused on driving client satisfaction retention and expansion. In this role you’ll work closely with our clients to ensure they’re achieving their goals through AP Automation and Payment solutions while guiding your team to deliver a consistently outstanding experience. Your leadership will be pivotal in building strong long-term relationships with clients and contributing to our revenue growth. What You'll Do

• Team Leadership & Development : Manage and mentor a team of Customer Success Managers fostering a high-performance customer-centric culture aligned with Ottimate’s values.

• Customer Relationship Management : Build and maintain deep strategic relationships with key clients managing executive relationships and serving as the primary point of contact.

• Customer Issue Resolution : Oversee the resolution of customer issues and escalations ensuring timely and satisfactory outcomes that reinforce client trust.

• QBR Design & Execution : Lead the design and execution of Quarterly Business Reviews (QBRs) providing guidance and feedback to direct reports during preparation and ensuring QBRs highlight value and mutual growth opportunities.

• Performance Metrics & Strategy : Develop and monitor KPIs to assess team performance and customer health proactively addressing risks and identifying growth opportunities.

• Cross-Functional Collaboration : Partner with Onboarding Sales and Product teams to drive client success optimize user experience and align on new growth initiatives.

• Customer Advocacy & Feedback : Act as the voice of the customer providing insights and feedback to enhance product development and improve processes that affect client satisfaction and success.

• Renewal & Expansion Strategy : Drive renewals and expansions by aligning with customer goals identifying upsell opportunities and leveraging best practices for client success.

• Team Development & Coaching : Develop and coach team members to enhance their skills and performance in customer success ensuring professional growth and effective client engagement.

What You'll Need

• Experience : 5+ years in customer success or account management with at least 2 years in a leadership role managing a customer-facing team.

• Industry Knowledge : Background in SaaS B2B tech or related fields with a strong understanding of client success in a growth-stage company. AP automation experience a bonus!

• Interpersonal Skills : Strong interpersonal and communication skills to effectively engage with executive-level stakeholders.

• Problem-Solving : Demonstrated problem-solving abilities to address customer issues promptly and efficiently.

• Relationship Management : Proficiency in relationship management and customer engagement techniques.

• Team Development : Ability to lead and develop talent within the team to ensure continued growth and success.

• Technical Skills : Proficiency in CRM tools (Salesforce preferred) and experience with reporting platforms for monthly and quarterly reporting.

What We Value At Ottimate (formerly Plate IQ) we value a growth mindset and seek high-performing creative individuals who dig into problems and see the opportunities for success.

• We value those who believe improvement is always possible. At Ottimate (formerly Plate IQ) everything is a work in progress – we see room for growth in all areas

• We emphasize an environment of teaching and learning to equip employees with the tools needed to be successful in their function within the company

• We strongly believe in the value of growing a diverse team and encourage people of all backgrounds genders ethnicities abilities and sexual orientations to apply

What You'll Receive We care deeply about making Ottimate an incredible place to work and invest a significant amount of time and energy into creating and maintaining a company culture that provides our team with a generous level of support whilst inspiring them to do their best work. The specific benefits/perks we offer are continually evolving but currently include:

• Compensation: $115K - $130K plus bonus salary commiserate with experience.

• Work from home in an energetic remote-first environment that supports flexible working hours and understands work-life balance.

• Competitive salary based on skills & experience.

• Medical Dental Vision and other Company-Subsidized Benefits for you and your family.

• Employer sponsored 401(k) with company match.

• Paid Time Off (and the encouragement to use it).

• Annual company retreats.

• Promote from within philosophy.

Beyond the tangible benefits though:

• You will be part of a growing team at a pinnacle moment of scale for the business and experience the excitement of working in a startup where each action makes a huge difference.

• You will have the agency to solve difficult problems creatively the freedom to explore work that inspires you and infrastructure to ensure you're constantly challenged and developing.

• You will work with sharp passionate teammates solving some of the most unique challenges and positioning our product as a premier finance automation solution.

• Our commitment to empowering a diverse and inclusive workforce celebrating differences and creating a safe space for our employees to bring their whole selves to work is second to none.

• We are transforming entire industries using innovative technology including Artificial Intelligence Payment Tech and Neural Networks.

• Our leaders lead with a people-first approach; inspiring excellence nurturing ideas and finding creative ways to eliminate obstacles for cultivating growth.

• We truly love what we do and who we do it with - and we think you will too!

Ottimate is an equal opportunity employer that is committed to diversity and inclusion. We do not discriminate based on race color national origin religion gender gender expression sexual orientation age veteran status disability status or marital status. If you are excited about the role but do not meet 100% of the qualifications listed above we encourage you to apply. Nothing in this job posting should be construed as an offer or guarantee of employment.

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