Customer Success Manager

About the role

This position owns strategic client outcomes and guards retention for key accounts. Daily work follows a cycle of intake, building, reviewing, shipping, and partnering with internal crews. You act as a trusted advisor, translating platform value into durable business results. You will navigate the entire customer journey with empathy and precision, ensuring that every interaction reinforces confidence in the platform. The role requires a blend of strategic thinking and operational rigor to identify risks before they escalate. You will serve as the primary internal advocate for the customer, synthesizing complex information into clear, actionable insights. Success in this role is measured by the long-term health and expansion of the portfolio you manage.

Key facts

What you'll do

Own all strategic actions associated with customer engagement and retention efforts for key accounts, ensuring alignment with company objectives. Build dynamic relationships through meaningful interactions and comprehensive engagements, developing a deep understanding of business needs to drive retention and uncover latent opportunities. Lead customers through early adoption and proactively shepherd them through lifecycle stages, educating on best practices, removing friction, and accelerating time-to-value for critical workflows. Continuously evaluate customer health signals and feedback to surface churn risks and growth pathways across the customer journey, translating insights into tangible actions. Execute proven sales methodologies to guide strategic customer conversations, deepen discovery, and influence outcomes for the customer and the business in a measurable way. Share ownership of one-to-many motions such as webinars and virtual roundtables to support customer education at scale and foster community among users. Work collaboratively with relevant Melio departments to ensure the voice of the customer is elevated in a digestible, actionable format, and that customers receive utmost support and satisfaction with product and billing features. Proactively evaluate best practices regarding processes and procedures within the Customer Success role; suggest changes or enhancements to align with customer and business goals for long-term scalability. Use internal tools such as Salesforce, Tableau, Outreach, and Gong to ensure effective communication, monitor engagement patterns, and assess impact across the customer portfolio. Maintain meticulous records and data discipline within CRM systems to provide accurate forecasting, pipeline visibility, and historical context for strategic reviews.

Requirements

Bring three years or more of experience in client facing positions such as Customer Success, Account Management, Sales, or similar roles that involve strategic stakeholder engagement. Handle Salesforce or similar CRM tools with comfort and data discipline, demonstrating an ability to manage complex information sets with accuracy. Thrive in large customer success environments where your actions affect a wide range of clients through scalable motions executed at key moments in the customer journey. Quickly master new technologies and teach others effectively, translating technical concepts into practical guidance for non-technical stakeholders. Communicate clearly and understand true customer needs to unlock full value of Melio's platform for their unique business models and cash flow challenges. Analyze situations strategically, iterate on patterns, and constantly improve the overall customer experience by applying lessons learned from previous engagements. Introduce new processes and procedures to continue developing the customer journey at Melio, ensuring that standards evolve in response to real-world feedback. Work fluidly cross-functionally with other teams across the organization on diverse internal and customer-facing initiatives, aligning on priorities and sharing contextual intelligence. Manage time well and remain flexible as the company and role evolve, balancing multiple priorities in a fast-paced remote setting. Build strong relationships with small business owners, helping their businesses succeed with Melio by providing guidance that directly supports their operational and financial goals. Take on additional responsibilities outside of your direct scope, demonstrating natural curiosity and ownership that benefit both the customer and the broader organization. Adhere to compliance and governance standards relevant to financial technology, ensuring that all customer interactions uphold the integrity of the platform.

Nice to have

Experience working with small businesses in an account management or customer success capacity, with a proven track record of nurturing long-term partnerships. Background in SaaS environments and/or within financial technology spaces, including billing, payments, or treasury-related products. Familiarity with ecosystem partnerships and integrations that support small business operations. Comfort with presenting insights derived from platform usage data to influence strategic decisions. An understanding of the regulatory and operational nuances that impact small business payment behaviors in the US market.

Skills & tools

Salesforce, Tableau, Outreach, Gong. Proficiency in navigating dashboards and extracting actionable insights to inform customer strategies. Effective utilization of communication platforms to coordinate with cross-functional stakeholders and customers in a remote environment.

Practical notes

This is a remote role based in the United States, requiring residency in one of the specified states. The listed work hours are standard full-time, and adherence to the posted schedule is expected unless otherwise directed. Travel is not required for this position; all duties are performed remotely. There is no visa sponsorship available for this role. Candidates must meet the eligibility criteria outlined in the requirements section without exception. Please refer to the official apply page for the most current details regarding duties, compensation, and start date expectations.