Customer Success Manager

Role: Customer Success Manager

The Team:
This role offers growth opportunities within the Customer Success Team, focusing on developing client relationship skills, industry knowledge, and product expertise. The team is dynamic and global, responsible for unlocking value across the customer journey and building long-term relationships with our users to protect and drive revenue.

This is an exciting time to join the team as we launch new platforms and products and continue to evolve our customer experience. The Customer Success team will play a key role in this transformation, working closely with customers and internal teams to help shape successful adoption and ensure clients are confident and supported as we move to our next generation of products and platforms.

The Impact:
You will strengthen client relationships and support revenue retention by helping clients achieve their goals with Mobility Global. Through proactive outreach, tailored enablement, and consultative engagement, you will help customers adopt new products, increase product usage, reduce churn, and identify growth opportunities.

You will be a trusted partner to customers throughout their journey — from onboarding and migration through to ongoing adoption and value realization. By understanding their needs, educating them on new capabilities, and connecting them with the right solutions and expertise, you will help customers get the most from our products while providing valuable insight and feedback to shape the customer experience.

Responsibilities:

- Plan and execute proactive client engagement activities such as onboarding, migration, adoption, and value reviews in collaboration with Sales, Marketing, Product, and other teams.
- Educate clients on the capabilities of Mobility Global products to boost usage, awareness, and value realization.
- Provide tailored training and enablement on platform features, new releases, and migration-related changes based on user roles, workflows, and customer needs.
- Support customers through platform migrations, helping them navigate change, build confidence in new products and capabilities, and maximise the value they get from new platforms.
- Monitor product usage patterns and translate insights into actionable steps to support renewals and upsell opportunities.
- Build and maintain strong relationships with senior client contacts, understanding their goals, challenges, and concerns through active listening and empathy.
- Understand the client’s business context and market environment to recommend practical solutions through education or by connecting them with internal experts.
- Capture and relay client feedback, challenges, and opportunities to Product and other teams, helping to inform product development, migration planning, and the overall customer experience.
- Use CRM tools (e.g., Salesforce, SalesLoft) and internal systems to document activities, manage follow-ups, and meet targets.
- Prioritize tasks based on importance and urgency, managing multiple accounts effectively.
- Contribute to team initiatives aimed at improving processes, sharing best practices, and enhancing overall efficiency.
- Share knowledge, best practices, and guidance with team members to support consistent, high-quality client engagement.
- Resolve varied and non-routine client issues with resourcefulness, collaborating with internal stakeholders to deliver timely and effective solutions.

What We’re Looking For:

Basic Qualifications:

- Bachelor’s degree.
- Typically 2+ years of experience in financial services or a sales/account management role with client engagement, enablement, or adoption activities.
- Positive, proactive attitude with strong teamwork skills.
- Excellent listening and communication skills, with the ability to explain complex or technical information clearly to diverse audiences and build confidence during periods of change.
- Proven ability to maintain strong relationships with senior client contacts and ensure high satisfaction.
- Goal-oriented with strong organizational and multitasking skills in a fast-paced environment.
- Experience in a consultative sales or client-facing role, handling challenging situations and resolving non-routine issues.
- Comfortable working in an environment of change, with the ability to adapt quickly, learn new products and platforms, and help customers navigate change with confidence.
- Proficiency in MS Office (Word, Excel, PowerPoint).

Preferred Qualifications:

- Knowledge of CRM systems (e.g., Salesforce, SalesLoft) or Customer Success Platforms.

- Additional language skills, particularly French or German, are preferred for roles supporting customers across EMEA.

- Experience with usage analytics and developing account profiles for engagement strategies.
- Experience supporting customers through platform migrations, product launches, implementations, or other significant changes.
- Creativity in proposing new ideas and identifying opportunities for process improvements.
- A track record of professional growth through training and development initiatives.