Customer Success Manager

NMI is excited to add a Customer Success Manager to our growing team. The Customer Success Manager will be for our MRM Product reporting to Director of Customer Success, accountable for retention, renewals, and customer health monitoring

Job Description:
As a Customer Success Manager (CSM), you will be a key advocate for our MRM customers, ensuring their satisfaction and success with our products and services. You will work closely with our clients to understand their business objectives and challenges, and then help them leverage our solutions effectively.

Responsibilities:

• Customer Relationship Management: Build strong relationships with customers to understand their needs and ensure their success with our solutions.
• Product Adoption: Drive increased product adoption following implementation of the product and ensure customer satisfaction.
• Customer Support Escalation: Serve as the primary point of contact for customer inquiries, issues, and escalations. Coordinate with internal support, product, and sales teams as needed to resolve issues promptly.
• Renewals and Upsells: Proactively monitor customer usage (PowerBi), Merchant growth (SF & PowerBI), and satisfaction (Wootric), identifying opportunities to generate additional revenue through upsells or contract renewals.
• Customer Feedback: Gather customer feedback and communicate it to our product and marketing teams (Jira Align). Advocate for feature enhancements on behalf of customers, and ensure customers are aware of new features and pending Beta Testing opportunities.

Requirements:

• Proven experience in a customer-facing role, ideally as a Customer Success Manager or Account Manager.
• Strong communication and interpersonal skills.
• Ability to manage multiple customers and projects simultaneously.
• Technical aptitude and ability to learn software applications quickly.
• Analytical mindset with a track record of driving customer outcomes.
• Preferred Qualifications:
• Bachelor’s degree in Business Administration, Marketing, or a related field.
• Experience in the Payments industry.
• Familiarity with CRM software and customer success tools (e.g., Salesforce, Zendesk, PowerBI).

Benefits 
We offer:

• Base salary of $67,000 USD + Monthly Commissions
• A remote first culture!
• Flex PTO
• Health, Dental and Vision Insurance
• 13 Paid Holidays
• Company volunteer days

About us

We enable our partners with choice, and challenge the one-size-fits-all approach to payment. You’ve probably used NMI in the last 24 hours without even realizing it. We’re the platform that powers success for innovative tech created by SMBs, entrepreneurs and fintech startups. We’re creative problem solvers who help visionaries smash through boundaries and think beyond what’s possible so they can think about what’s next. But we’re not just built for the tech savvy. We democratize the latest payments technology so that everyone can realize the benefits of easy payments across the full spectrum of commerce. We’re all about enabling more payments in more ways and more places.

We believe that having a diverse group of employees strengthens both our work and our workplace. We’re focused on making NMI more diverse and welcoming with initiatives like having a dedicated Diversity, Equity & Inclusion action group, diversity goals for hiring, anonymized resume screening, affinity groups such as our Women's network and LGBTQ+ Network, open forums for discussions on diversity and social justice, and measuring inclusion and belonging as part of our regular employee engagement surveys.

Do you feel like you have a slightly out of the ordinary career path or history? We are open to all walks of life and very willing to hear your story. Please don’t feel like this should be a barrier to securing a great career at NMI! We appreciate success can come in all shapes and sizes. Fill in the ‘Additional Info’ box on our application to tell us more about your path.

Equal Opportunity
NMI is committed to providing equal employment opportunity for all persons regardless of race, color, religion, sex, age, marital status, national origin, sexual orientation or sexual identity, genetic information, citizen status (except those that do not have the legal right to be employed in the United States), disability, military service, service member, veteran status, or any other basis protected by applicable law.
Applicants must be authorized to work in the United States. As part of the selection process this role may require an assessment and professional references to determine suitability. An offer will be subject to financial and criminal background checks.

Please note that in compliance with the data protection regulations within your jurisdiction, any personal information submitted with your job application may be collected and used by NMI for the purpose of recruitment and employment-related activities. By submitting your application, you acknowledge and provide explicit consent to the processing of your personal information as described in our privacy policy found on our website. For more information on how we process your information, please read our privacy policy here: https://www.nmi.com/legal/privacy-policy/

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