Senior Customer Success Manager

Senior Customer Success Manager

Total Expert is the purpose-built customer engagement platform trusted by more than 200 financial enterprises. Total Expert unifies data, marketing, sales, and compliance solutions to deliver the perfect customer journey across every financial milestonein any market. Total Expert turns customer insights into actions that increase loyalty and drive growth for modern banks, lenders, and credit unions.

The Senior Customer Success Manager (CSM) plays a vital role in building strong, strategic partnerships between Total Expert and our enterprise customers. CSMs are trusted advisors who help customers realize maximum value and ROI from the Total Expert platform. By combining industry expertise, product knowledge, and a deep understanding of customer challenges, CSMs guide organizations toward achieving their business objectives and accelerating revenue growth. The work you do empowers tens of thousands of financial services leaders to help their customers make confident, life-shaping financial decisions.

This position is remote for candidates residing outside of Minnesota. For candidates based in Minnesota, the position follows a hybrid schedule with three on-site days per week in our St. Louis Park, MN office.

What You'll Be Doing :

• Champion Customer Success : Promote and communicate the full value of Total Expert's products and services to help customers achieve measurable results.
• Understand the Ecosystem : Gain deep knowledge of each customer's tech stack, system integrations, and dependencies to optimize their use of Total Expert.
• Be a Trusted Advisor : Build and maintain long-term relationships by recommending workflows, best practices, and strategic guidance tailored to each customer's goals.
• Drive Retention and Growth : Lead contract renewals and identify upsell or cross-sell opportunities within your portfolio of accounts.
• Ensure Customer Satisfaction : Monitor sentiment and engagement to proactively drive retention and reduce risk.
• Measure Success : Track and report progress toward the customer's definition of success, demonstrating clear business value over time.
• Develop Executive Relationships : Engage with stakeholders across all levelsincluding executivesto understand key objectives, challenges, and performance indicators.
• Conduct Business Reviews : Lead regular strategic and operational reviews to assess outcomes, alignment, and next steps.
• Optimize Processes : Partner with customers to improve efficiencies, streamline workflows, and maximize platform productivity.
• Increase Adoption and Engagement : Drive active usage, deliver training, and promote adoption of new features and functionality.
• Advocate for the Customer : Serve as the customer's voice within Total Expert, collaborating cross-functionally to address needs and influence product enhancements.
• Document and Report : Maintain accurate and up-to-date records of customer interactions, success plans, and engagement history within our customer success platform.
• Contribute to a Growth Culture : Continuously looking for ways to enhance customer experiences and internal processes.

What We Are Looking For :

Skills and Experience that Will Help You Succeed

Compensation / Benefits : The anticipated base salary range for this role is $95,000 - $105,000 annually. Final total compensation offered is dependent upon the selected individual's qualifications and experience. The role is also eligible for variable compensation based on achievement of quota targets. As an employee of the company, you will be eligible to participate in the Employee Stock Option Plan. Total Expert offers a competitive range of benefits including Medical, Dental, Vision, HSA (Health Savings Account), FSA (Flexible Spending Accounts), company paid Life Insurance, Short-Term Disability, Long-Term Disability, Flexible Time-Off (FTO), Paid Parental Leave, and 401(k) with employer match.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.