Customer Success Manager

Why ViClarity?

We truly believe that people matter. From our clients to our employees, our goal is to make sure we take care of our people first. ViClarity is a global leader in compliance and technology solutions for credit unions and other regulated industries.

We are seeking a full-time Customer Success Manager to join our team! This individual will be a strategic partner and play a crucial role in maintaining and growing client relationships across the US and North America. This includes ensuring a high retention rate and driving client engagement.

Note: 100% remote position reporting into ViClarity's Chief Operating Officer in Ireland. Ideally looking for a candidate who lives in EST or CST zones.

What You'll Be Doing

• Serve as the primary post-sale contact for the US-based client portfolio.
• Collaborate with the Global COO to implement and drive customer operations initiatives in line with strategic business goals.
• Collaborate cross-functionally with global teams, particularly Ireland headquarters, to support customers' needs.
• Oversee smooth transition of technology implementation to go-live.
• Ensure customer satisfaction, platform usage, and successful renewal of contracts.
• Capture customer feedback on products and solutions and identify areas of growth within existing accounts.
• Serve as an escalation point for strategic clients and complex issues and communicate concerns to management.
• Represent the voice of the US customer and promote continuous improvement of the sales process and product roadmap.
• Collaborate with the Global sales team to identify and convert upsell and cross-sell opportunities.
• Mentor and coach operations team members in sustaining high-quality customer service.

Who You Are

• Knowledge of ViClarity's full suite of products and services and existing client base across core markets.
• Comprehensive understanding of SaaS and selling of software into financial services and healthcare industries.
• Advanced skills in customer relationship management with ability to communicate effectively with C-suite and executive level staff both internally and client facing.
• Excellent leadership and interpersonal and relationship-building skills.
• Exceptional written, verbal, and presentation skills.
• Strong negotiation skills.
• Strong project management and organizational skills.

**Credit and criminal background verification required on all applicants.

ViClarity is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status