Customer Success Manager - LegitScript : Job Details

At LegitScript, we are passionate about making the internet and payment ecosystems safer and more transparent. We help companies of all sizes keep their services legal and safe for consumers. To do this, LegitScript combines big data with the world's leading team of experts skilled in highly regulated and complex sectors, including transaction laundering detection, pharmaceuticals, online gambling, and more. The result? Unmatched accuracy and deep risk analysis that identifies which commercial entities play by the rules, and which do not. Our diverse industry partnerships provide unique insights that keep businesses and governments at the forefront of emerging trends. That's why LegitScript is trusted by the world's largest search engines, internet platforms, payment companies, and regulatory agencies. The Customer Success Manager (CSM) will be responsible for managing customer relationships and ensuring customer satisfaction through proactive engagement, effective communication, and providing ongoing value. The CSM will work closely with customers to drive product adoption, training, and issue resolution, helping customers achieve their desired outcomes. The ideal candidate will have a deep understanding of customer needs, a strong background in account management or customer success, and a passion for delivering a great customer experience. What You'll Do:

• Collaborate closely with Key Account Managers (KAMs) to identify strategic opportunities and ensure seamless execution of deliverables for high-value clients.
• Independently analyze customer data and reports to identify trends, generate actionable insights, and provide strategic guidance to customers.
• Host calibration calls with customers, taking ownership of the meeting agenda, and fostering meaningful discussions to enhance customer relationships.
• Serve as the primary point of contact for all external communications related to service delivery, ensuring consistent, professional communication.
• Track client engagement and product adoption by monitoring user logins and product interaction metrics, identifying areas for improvement.
• Manage the onboarding process for new customers, ensuring a seamless transition and successful start to their journey with our product.
• Provide comprehensive training to customers and maintain an ongoing educational approach to maximize customer value and understanding of the product.
• Take full ownership of customer issues, ensuring they are resolved in a timely and satisfactory manner.
• Regularly reach out to customers to gauge their satisfaction, address concerns, and build strong, lasting relationships.
• Identify at-risk accounts and develop targeted re-engagement strategies to retain and nurture customer relationships.
• Act as a bridge between customers and the product team, gathering and communicating feedback to align product improvements and future features with customer needs.

What You'll Bring:

• Bachelor's degree in Business, Marketing, IT, or a related field, or equivalent experience.
• 5+ years of experience in account management, preferably within a tech, fintech, or software company.
• Proven ability to independently manage multiple clients and build strong, positive relationships
• Excellent communication, negotiation, and interpersonal skills.
• Ability to work collaboratively across multiple departments, including technical, sales, and support teams.
• Familiarity with CRM tools (e.g., Salesforce) and key account planning methodologies.
• Self-motivated, organized, and capable of working independently.
• Strong problem-solving skills and ability to quickly address and resolve customer issues.
• Passionate about delivering an exceptional customer experience.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice. Please note that visa sponsorship is not available for this position. We cannot support international remote work. In addition to competitive salaries, full-time employees enjoy a great benefits package:

• Multiple Medical plans (one with $0 employee premium option), Dental & Vision plans
• 401k with company match and immediate vesting
• Generous paid time off package and 11 paid holidays
• And much more!

If you got to this point, we hope you're feeling excited about the job description you just read. Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people that believe in LegitScript's mission and can contribute to our team in a variety of ways - not just candidates who check all the boxes.