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Salary: USD 70,000 - 85,000 / annual
Melio is seeking a Customer Success Manager to manage and grow relationships with the company's most valuable customers. In this role, you will own strategic customer engagement and retention efforts, acting as a consultant at key milestones to ensure long-term success and drive deeper platform usage.
You will build dynamic relationships with customers through meaningful interactions, leading them through early adoption and proactively shepherding them through lifecycle stages. Your responsibilities include educating customers on best practices, removing friction, and accelerating time-to-value. You will continuously evaluate customer health signals and feedback to surface churn risks and identify growth pathways across the customer lifecycle.
You will execute proven sales methodologies to guide strategic customer conversations, deepen discovery, and influence outcomes for both the customer and the business. You will share ownership of one-to-many motions such as webinars to support customer education at scale, and work collaboratively with relevant departments to ensure the customer's voice is elevated in actionable formats.
The role requires proactively evaluating best practices and suggesting enhancements to existing procedures. You will leverage internal tools including Salesforce, Tableau, Outreach, and Gong to ensure effective communication and impact assessment. You will also consolidate customer feedback and package insights for presentation to leadership, Product, Voice of the Customer, and Strategy teams.
Required qualifications include 3+ years of experience in Customer Success, Account Management, Sales, or client-facing roles; 1+ years using CRM software (Salesforce preferred); and experience in a scaled customer success environment. You should demonstrate strong communication and sales acumen, analytical and strategic thinking, and a passion for working with small business owners. Bonus experience includes working with small businesses in account management or customer success, and prior SaaS or fintech experience.
