Swivel
SaaS
CustomerSuccessManager
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Success Manager at Swivel. Skills: Customer Success Management, Account Management, Sales, client retention, sales growth, business processes, SaaS ecosystem, CRM software utilization, organizational skills, planning skills, multi-tasking skills, data analysis, negotiation skills, problem-solving skills, communication skills, collaboration skills, Microsoft Office proficiency. Ensure customers achieve their desired outcomes while using SWIVEL’s solutions.. Develop and strengthen relatio”
What You'll Achieve.
Ensure customers achieve their desired outcomes.; Increase solution utilization.; Reduce implementation risk.; Identify opportunities for business expansion.; Retaining existing clients.; Contributing to sales growth.; Prevent churn and ensure long-term retention.; Help customers reach their organizational goals and objectives.; Ensure renewal of contract and high level of customer satisfaction.; Customer relationship growth.; Highlight customer utilization and provide ongoing recommendations for further optimization.; Lay the foundation for sustainable growth and scalable team success.
Industry & Context.
Advanced managing priorities and deadlines and problem-solving skills.; Able to analyze, organize and prioritize work.
Able to use basic office equipment, including copy machine, personal computer, and fax., Able to type 35 WPM., Sit for long periods of time performing sedentary activities., Push, pull, and lift up to 20 lbs. of files, supplies, documents, or other related items., Substance-Free Workplace and requires pre-employment drug testing., Does not hire tobacco users as allowed by law.
What They're Looking For.
Must Have
Bachelor's degree in Business with a concentration in Business Administration, Business Management, Marketing, and or Finance field of study from an accredited college or university., Minimum of five (5) years of customer service and satisfaction in financial services., Great interpersonal skills, bring a positive attitude, and effectively collaborate with others within the organization., Minimum of three (3) years in Customer Success Management, Account Management, or Sales, and a track record of retaining existing clients and contributing to the sales growth within the organization., Proficient knowledge of business processes, applicable laws, and regulations., Working knowledge of SaaS ecosystem., Proficient knowledge of CRM software utilization., Advanced organizational, planning, and multi-tasking skills., Advanced collecting and analyzing data skills., Advanced negotiation skills., Advanced managing priorities and deadlines and problem-solving skills., Able to communicate and interact effectively in verbal and written communication., Able to work collaboratively and build relationships., Able to analyze, organize and prioritize work., Able to be adaptable., Proficient Microsoft Office skills, including Outlook, Word, and Excel., Able to use basic office equipment, including copy machine, personal computer, and fax., Able to type 35 WPM., Sit for long periods of time performing sedentary activities., Push, pull, and lift up to 20 lbs. of files, supplies, documents, or other related items.
What You'll Do.
Ensure customers achieve their desired outcomes while using SWIVEL’s solutions.
Develop and strengthen relationships with customers.
Increase solution utilization.
Reduce implementation risk.
Identify opportunities for business expansion.
Create opportunity in increasing adoption.
Leverage extensive knowledge of SWIVEL solutions to support sales and new business growth.
Monitor customer health metrics.
Proactively address risks.
Implement strategies to prevent churn and ensure long-term retention.
Build customer success plans
establishing critical goals.
Advocate customer needs to cross-functional teams.
Manage customer concerns.
Identify dissatisfaction risk and collaborate with internal teams to remediate.
Ensure renewal of contract and high level of customer satisfaction.
and other internal tools for data-driven insights and opportunities for customer relationship growth.
Create and deliver data-supported business reviews and reports to highlight customer utilization and provide ongoing recommendations for further optimization.
Report on trends associated with customer engagement.
Present recommended methodologies to senior leadership.
Create scalable processes
Support the Implementations team for client onboarding readiness.
Build structure where none exists.
Provide mentorship of associate-level team members.
Stay ahead of industry trends
and payment systems to provide informed guidance to customers and field teams.
How You'll Work.
Team & Collaboration
Working collaboratively with Product Teams and the Sales team.; Work alongside Regional Vice Presidents and Account Managers.; Partners with accounts teams (Account VPs and Account Managers).; Advocates customer needs to cross-functional teams, to include the Director of Customer Success, Marketing, Product, Quality Assurance, Implementations, and Support.; Collaborates with internal teams to remediate dissatisfaction risk.; Supports the Implementations team for client onboarding readiness.; Mentorship of associate-level team members.; Provide informed guidance to customers and field teams.
Communication Scope
Able to communicate and interact effectively in verbal and written communication.
Process & Methodology
Advanced organizational, planning, and multi-tasking skills., Advanced managing priorities and deadlines and problem-solving skills., Able to analyze, organize and prioritize work.
Full Job Description
SWIVEL is seeking a talented Customer Success Manager to report to the Director of Customer Success. A CSM will play a vital role in ensuring customers achieve their desired outcomes while using SWIVEL’s solutions. CSMs should be customer-focused and aim for mutually beneficial outcomes within the partnership. Working collaboratively with Product Teams and the Sales team, the CSM will be responsible for increasing solution utilization, reducing implementation risk, and identifying opportunities for business expansion. **_Why you 'll love this role:_** As a Customer Success Manager (CSM), you will be an essential part of Software as a Service (SaaS) company in today’s climate. You will be responsible for developing and strengthening relationships with customers within your designated territory. You will have the autonomy to create opportunity in increasing adoption and work alongside Regional Vice Presidents and Account Managers to earn new business. **_Essential duties include the following:_** * Serves as a key member of customer-facing teams and is expected to leverage their extensive knowledge of SWIVEL solutions to support sales and new business growth. * Monitors customer health metrics, proactively addresses risks, and implements strategies to prevent churn and ensure long-term retention. * Works with customers to build customer success plans, establishing critical goals, to help customers reach their organizational goals and objectives. * Partners with accounts teams (Account VPs and Account Managers) to uncover cross-selling and product adoption opportunities. * Advocates customer needs to cross-functional teams, to include the Director of Customer Success, Marketing, Product, Quality Assurance, Implementations, and Support, and manage customer concerns. * Identifies dissatisfaction risk and collaborates with internal teams to remediate and ensure renewal of contract and high level of customer satisfaction. * Leverages Salesforce, Omni Analytics, and other i
Applying for this Customer Success Manager role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Workday
- Workday has a multi-step form — save your progress after every section.
- "Apply With LinkedIn" can fail or lose data; manual entry is more reliable.
- Watch for the "Submit for Review" final step — hitting "Save" alone does not submit.
- Job requisition numbers are useful when following up with HR by email.
ANONYMOUS · UNFILTERED
What do employees actually say about Swivel?
Real rants from real employees. Read before you apply.