Customer Success Manager

About EverC:

EverC stands at the forefront of financial crime detection and prevention, harnessing the expansive power of the internet through our cutting-edge technologies. Utilizing big data, artificial intelligence, and machine learning, EverC offers the market's premier solution to combat e-commerce money laundering. Our insights demystify the web's complexities, providing clarity on hidden risks and empowering businesses to scale with confidence.

About the Role:

EverC partners with the world's leading financial institutions, and we're on the hunt for a Senior Customer Success Manager with the acumen to foster these relationships. In this role, you will champion the value of our products, expanding EverC's presence within your accounts and securing our position as a vital asset in the fight against financial crime.

The Team:

Join a cadre of industry experts in our Customer Success team, where leadership, innovation, and a passion for client service are the bedrocks of our mission. With EverC, you're not just part of the team—you're part of a movement. We balance a dynamic, result-oriented work culture with the personal growth and well-being of our employees. In this collective, dynamic action meets mindful strategy, all fueled by the goal of safegaurding online commerce. Personal development and well-being are as vital to us as the benchmarks we surpass. We celebrate the individual journey as much as our collective achievements, creating a culture where the balance between advancing our mission and elevating the standards of-ecommerce, making it a safer place for all.

Key Responsibilities:

• Strategic Account Management: Own and manage a portfolio of enterprise clients, focusing on long-term growth, retention, and account expansion.
• Success Plan Development: Collaborate with customers to define and create tailored success plans that align with their goals and business objectives.
• Execution & Tracking: Drive the execution of success plans, ensuring alignment with agreed timelines, deliverables, and milestones.
• Customer Insight & Optimization: Dive deep into how clients utilize EverC’s solutions, identifying areas for improvement and ensuring proper implementation.
• Value Delivery: Translate client goals into actionable plans, ensuring timely delivery of tailored solutions that meet and exceed expectations.
• Stakeholder Engagement: Build and nurture relationships across client organizations, becoming a trusted advisor who understands their strategic priorities.
• Proactive Problem-Solving: Monitor key metrics, anticipate challenges, and address them proactively to drive customer satisfaction and success.
• Collaboration Across Teams: Partner with product, sales, and technical teams to ensure seamless communication and alignment on customer needs.
• Continuous Improvement: Gather feedback on customer usage and advocate for enhancements that improve adoption and usability.
• Escalation Management: Tackle complex challenges head-on, ensuring quick resolution and maintaining client trust.
• Growth Identification: Leverage data insights to identify upselling and cross-selling opportunities, driving increased customer lifetime value.

Qualifications:

• Experience: 5+ years in Customer Success, Account Management, or related roles, ideally within payments, compliance, SaaS, or B2B environments.
• Language Proficiency: Business-level fluency in English. Any other language is a strong plus.
• Domain Expertise: Knowledge of payment compliance, AML, risk monitoring, and merchant underwriting processes.
• Strategic Acumen: Proven ability to navigate enterprise accounts, identify growth opportunities, and solve business challenges.
• Data-Driven Approach: Experience using BI tools to analyze customer data, predict trends, and make informed recommendations.
• Success Plan Expertise: Demonstrated ability to create and execute detailed success plans that align with client objectives and ensure measurable results.
• Communication Skills: Exceptional written, verbal, and presentation skills, with the ability to influence stakeholders at all levels.
• Detail-Oriented: Ability to manage complex projects with precision and attention to detail.
• Startup Experience: Comfort with fast-paced, dynamic environments is highly valued.

Skills & Attributes:

• A commercially savvy mindset with a passion for delivering measurable business impact.
• Innate curiosity to understand how customers use solutions and ensure proper implementation.
• Strong collaborative spirit and adaptability in dynamic, cross-functional environments.
• Results-driven focus with accountability, tenacity, and a proactive approach.

At EverC, you’ll not only build strong client relationships but also help customers achieve their goals through tailored success plans, reshaping the future of online commerce. If you’re a strategic thinker with a passion for getting into the details and driving meaningful outcomes, we’d love to hear from you.