Customer Success Manager

The primary responsibility of the Customer Success Manager (CSM) is to foster a dynamic and strategic relationship between Total Expert and their mid-market customers. CSMs are committed to forming a long-term partnership, with a focus on achieving maximum ROI from the Total Expert MOS. Industry expertise and an understanding of customer challenges allow CSMs to effectively assist customers in meeting their goals and driving revenue for their business. The work you do will empower tens of thousands of financial services leaders to help their customers make critical financial decisions that shape their lives.

• Understand and promote the value of Total Expert products and services to customers
• Understand customers’ tech stack and how their various systems integrate with and affect their use of Total Expert
• Establish and maintain a trusted advisor relationship by recommending workflows and environmental best practices to achieve the customer’s goals
• Execute contract renewal management as well as drive and close upsell opportunities for portfolio accounts.
• Maintain and increase customer satisfaction to ensure retention.
• Measure and report on progress toward achieving customer’s definition of success over time.
• Develop and maintain relationships at multiple levels within the customer organization including with executive stakeholders to understand critical goals, challenges, and key performance indicators
• Conduct business reviews on a regular basis.
• Partner to improve on strengths, eliminate inefficiencies, and maximize productivity.
• Drive user adoption, engagement, and success.
• Equip users through arranging ongoing training to tap into the power of Total Expert.
• Identify and facilitate opportunities for account growth via additional licenses and new functionality as needed.
• Demonstrate relentless commitment as a customer advocate by promoting customer needs/issues cross-departmentally.
• Maintain records of customer engagement and success planning in our customer success platform
• May require occasional travel.
• Other duties as assigned

• Ability to work independently paired with a desire to learn and grow.
• Will thrive in startup culture: Has a growth mindset, resilient, adaptable, and curious.
• Passion for technology and for being a part of a fast-growing SaaS company.
• Experience in working with complex, multi-divisional, multi-geographical customers.
• Strong customer relationship management skills – customer-centric mindset.
• Strong decision-making capability. Can digest complex information to understand core issues and develop proposed solutions that align with Total Expert and customer interests.
• Proven ability to independently and successfully apply process improvement methods with measurable business performance improvement outcomes.
• Professional experience to collaborate with sales, development, professional services, and support to provide cohesiveness and ensure the customer is set-up for success.
• Ability to establish trust and credibility at all levels of an organization.
• Ability to work under pressure, managing multiple priorities, and complete tasks on time within an extremely fast pace environment.
• High energy, flexibility, and “Can do” and “Positive” attitude in approaching challenges in a fast, constantly changing environment.
• Excellent organizational, time management, analytical, and problem-solving skills.
• Proven ability to communicate effectively across all levels of an organization, including C-level.
• Excellent oral written communications, and presentation skills with both technical and non-technical information.
• Highly proficient in MS Excel, Word, PowerPoint, process flows and Outlook

• Ideally 5 years of experience in Management Consulting, Customer Success, Account Management, or similar client-facing role.
• 3 years of work experience in SaaS organizations

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Company Mission & Vision: 

Total Expert’s mission is to empower modern financial institutions to create trusted lifelong customer relationships. Our vision is to orchestrate the perfect customer journey across modern financial services by creating the leading purpose-built platform. 

Total Wellness: 

We believe that living a balanced life leads to more creativity and productivity. Total Expert offers the following benefits to support employees in their pursuit of Total Wellness. 

Physical Wellness: 

• Medical, Dental & Vision Coverage 

• Prescription Drug Coverage 

• Health Advocate Program 

• Flexible Time Off Program 

Financial Wellness: 

• 401(k) Retirement Savings Plan & Matching Program 

• Health Savings Account, Flexible Spending Accounts & Disability Protection  

• Life & Voluntary Life Coverage 

• Paid Parental Leave 

• Pet Insurance 

• Employee Referral Bonus 

Our Commitment:

Total Expert is proud to be an equal opportunity employer. We believe that strength comes from diversity and we strive for a culture where every person’s voice, unique lived experience, and talents are embraced and celebrated. We are committed to attracting and hiring for diversity of all kinds, creating better opportunities for inclusion and belonging throughout our employee lifecycle, and establishing and/or refining our internal practices and procedures to ensure equity. 

About Us:

Total Expert is a pre-IPO, series C, $50M (annual recurring revenue) fintech company. We are growing fast (between 30-40% annually), and as a CRM and marketing automation platform purpose-built for lenders and banks, we enjoy a tremendous product market fit for the world-class financial institutions we serve.  

The Total Expert platform unifies data, marketing, sales, and compliance solutions to provide a cohesive experience across the customer lifecycle. We are determined to reimagine the way people and technology work together so that our customers build more meaningful, human connections with their customers. 

Innovation Path:

With 1/3 of our annual budget committed to R&D, Total Expert is executing on a platform modernization journey, which has allowed us to focus on: team autonomy, continuous integration and deployment, and building the architectural foundation for the future. The results so far? 1) We moved from monthly deployment to multiple times per day, 2) our teams are empowered to make decisions and lead the architecture of their domain, and 3) we’ve built an event-sourced backbone as the foundation to build enterprise services with velocity.  

Industry Leader:

Amidst business and integration growth, Total Expert continues to receive several awards and industry recognition. G2, the world’s leading business solutions review website, has identified Total Expert as a leader across four categories in the Summer 2022 reports. These rankings were achieved based on market presence and customer satisfaction of real users, which were then compared to similar products in each report category.  

Along with this achievement, Total Expert recently has been recognized with the following awards and honors: 

-Named to the 2022 Inc. 5000 Series: Midwest list for the third consecutive year  

-Named a finalist in the "Best Consumer Digital Banking Solution Provider" category of the Banking Tech Awards USA 

-Listed as an honoree for one of the most innovative technology companies in the housing economy on HousingWire’s 2022 Tech100 list for the fifth consecutive year 

-Listed as number seven on the list of the 2022 Best Tech Startups in Minnesota 

-Minneapolis St. Paul Business Journal’s Top Software Development Firms (#15)

-MarTech Breakthrough Award – CRM Innovation

-Inc. 5000 Regionals – Midwest (#56)

-Finalist for the NAFCU Innovation Awards 

-Minneapolis St. Paul Business Journal Fast 50

-Deloitte Fast 500 (Rank #494)

-Star Tribune 2023 Top Workplace Award

Come Join Us:

We’re changing how financial institutions engage with consumers, and it starts with the people behind our platform. We’re seeking passionate individuals to grow with us as we continue to empower leading financial brands to form deeper customer relationships.