Customer Success Manager

Company Overview

Promise empowers utilities and government agencies to create flexible, affordable solutions for individuals struggling with debt. Our intuitive approach to payment plans and relief distribution leads to improved enrollment and recovery rates that significantly exceed industry standards. As a result, individuals clear their debts more quickly and incur fewer penalties, while our partners experience fewer delinquencies and increased revenue.

At Promise, we prioritize treating people facing financial difficulties with respect and dignity, offering them the necessary tools and resources to thrive. Our team's expertise spans various sectors, with technology specialists from renowned companies like Google, Stripe, and Palantir, as well as esteemed government leaders.

We've successfully secured over $50 million in funding, with backing from prominent investors like 8VC, Kapor Capital, XYZ Ventures, Bronze Investments, First Round Capital, Y Combinator, The General Partnership (previously known as Sweat Equity Ventures), and Howard Schultz. We are honored to have recently been recognized as one of Fast Company's "World's Most Innovative Companies of 2022."

Role Overview

As a Customer Success Manager at Promise, you’ll play a vital role in nurturing and growing our relationships with our customers. In this role, you'll be responsible for maintaining these critical partnerships, ensuring that our customers’ needs are consistently met with professionalism and dedication. You'll work closely with a range of stakeholders, making sure that Promise remains a trusted and indispensable partner and our products are backed by best-in-class qualitative support.

What You’ll Do

• Proactively engage with our customers as their primary point of contact, anticipating and addressing their needs and inquiries.

• Collaborate closely with Promise’s technical implementation teams to ensure seamless integration and deployment of solutions for our partners.

• Keep track of key metrics like repayment rates, project progress, and contract deadlines, always staying ahead to meet customer needs effectively.

• Consistently provide customers with updates, including creating newsletters on industry trends and product case studies.

• Interact with diverse customer stakeholders, from leaders to service directors, for all-encompassing account management.

• Handle contract renewals, seeking growth opportunities while maintaining customer engagement and satisfaction.

• Attend industry events and conferences to keep up with trends and network with potential customers.

What Will Enable You

• A sincere commitment to building strong customer relationships.

• At least 5 years of experience in account management or related areas, and preferably a professional network in the utilities sector.

• A strategic, analytical mindset, with a knack for identifying customer needs and opportunities for account growth. 

• Ability to interpret and act on key business metrics and financial data.

• Strong communication skills, both verbal and written, with internal and external stakeholders from diverse backgrounds.

• Willingness to travel as needed to meet customer needs and represent Promise at industry events (up to 25% of the time).

Promise is an equal opportunity employer and does not discriminate against any applicant or employee because of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or military or veteran status. Additionally, the Company complies with applicable state and local laws governing non-discrimination in employment in every jurisdiction in which it operates. Promise is committed to promoting diversity and inclusion in the workplace. We also provide reasonable accommodations to qualified individuals with disabilities, pregnant individuals, and those with sincerely held religious beliefs, in accordance with applicable laws.

Promise engages in US government contracts and restricts hiring to US persons, which includes US citizens and permanent residents (e.g., Green Card holders). Additionally, candidates must reside in the US.