Customer Success Manager

Key Skills

Analytical and Problem solving, Business Intelligence, Customer Representative, Data Manipulation, Effective communication skills, Fin-tech, Machine learning techniques, Project management, Python Programming, Spark Core, SQL

Job Description

We are looking to hire a Customer Success Manager who will drive successful outcomes with Enigma’s key customer accounts. You will ensure that our customers are extracting the maximum value from our data products and catalyze adoption with new customer accounts. 

The Role:

Customer Success plays a critical role in client achievement, revenue growth, and long-term product strategy. As a Customer Success Manager, you will work closely with the Product and Sales teams to enable Enigma to meet the growing demand from existing and prospective customers. You will help identify ways Enigma can create value for some of the world’s preeminent companies and organizations and deliver products with successful customer outcomes.

This role blends consulting, business development, relationship management, and sales. As a Customer Success Manager, you will work to understand customer needs and guide them towards the right features to meet those needs. Similarly, you will learn customers’ internal workflows to help them implement our data effectively. You will act as the relationship owner with production customers (banks, lenders, insurance companies, fintechs, payments providers, etc.) and ensure that Enigma is delivering constant and unmatched value by solving some of their most pressing problems in risk assessment, prospecting and growth outcomes. You will cultivate long-term customer relationships and capitalize on upsell/cross sell opportunities with existing customer accounts.

As a Customer Success Manager, you embrace responsibility: the buck stops with you. You are technically-oriented, entrepreneurial, and have an intuition for business. You are adept at putting yourself in the shoes of the buyer and the end-user, and understand how to navigate a complex organization. You are extremely attentive to detail, a great listener, communicator, and teammate. You are high energy and take pride in your craft.

We are looking for someone who will:

• Own the ultimate success of their accounts and lead strategic initiatives aimed at maximizing adoption, retention, and overall customer lifetime value
• Get to know our customers’ businesses and challenges deeply
• Ensure that customers derive maximum benefit from our products
• Develop a trusted adviser relationship with key customer stakeholders and provide strategic and technical product support
• Work hand-in-hand with the Product and Go-To-Market teams to inform the product roadmap and go-to-market strategy
• Scale and manage business processes to increase efficiency in operations
• Collaborate with internal stakeholders including product managers, data scientists, engineers and the sales team to resolve any customer dissatisfaction and promote customer retention and loyalty
• Drive success of product pilots with prospective customers and liaise closely with Enigma’s Sales and Product teams to drive GTM conversations forward
• Identify and execute on upsell and cross sell opportunities with Enigma’s existing customers 
• Interpret complex technical concepts for business leaders and guide customer stakeholders to effectively evaluate and implement Enigma products
• Thrive in working in a fast paced environment with cross-functional teams 

What makes this job interesting?

• Ownership: The buck stops with you when it comes to the success of your customers.
• Market-Changing Technology: Enigma is changing the way underwriting, risk monitoring, and marketing is done for small and medium businesses. 
• Timing: you will be joining Enigma at a time of rapid growth and huge investments in the go-to-market function.

Our ideal candidate has:

• 5+ years of professional experience and/or an advanced technical degree or an MBA
• 3+ years experience in customer-facing roles, such as customer success, consulting, business development or solutions engineering
• Project management experience managing complex, custom deliverables and onboarding workflows
• Familiarity with the world of enterprise software, data-as-a-service, or business intelligence tools
• Working experience with Python, SQL or Spark to extract, manipulate and analyze data in a business context
• Ability to multitask and manage time effectively under tight deadlines
• Excellent written and verbal communication skills
• Customer empathy, analytical rigor, and strategic thinking

Bonus points if you have:

• Prior experience with data products and/or strong understanding of machine learning concepts
• Prior experience with the fintech ecosystem
• An undergraduate degree in engineering, mathematics, statistics or a related field

About Us:

We are proud to be an equal opportunity workplace and an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

Salary Range: $120,000-$175,000