FinTech Client #1 | Customer Success Manager
At a glance
Mid-level Customer Success role at SD Solutions. Tbilisi · full-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Guide assigned clients from post-implementation support through adoption, feature rollouts, integrations, and account growth
- Serve as the main customer contact, resolving escalations and addressing account issues before they worsen
- Find upsell and cross-sell opportunities while protecting retention and limiting churn
- Coordinate with Sales, Solutions Consultants, Implementation, Support, Product, and Marketing to turn feedback into adoption
- Use customer data to set internal priorities and coach newer or existing team members
What you bring
- Two to three years in customer success or account management, preferably within fintech
- Working knowledge of fintech and the products or services you would support
- Strong client communication, presentation, organization, and relationship-building skills across executive and finance audiences
- Ability to collect complex requirements and collaborate on a solution
- Accounting practice or commercial accounting experience, with relevant CPA, ACA, ACCA, or CIMA qualification experience
Who this fits
This suits a customer success or account management professional who can own senior client relationships, present value clearly, and coordinate complex solutions. You should be comfortable working with finance stakeholders and collaborating across Sales, Implementation, Support, Product, and Marketing. The role is based in Tbilisi and includes mentoring and onboarding team members.
From the employer
On behalf of FinTech Client #1, SD Solutions is looking for a talented Customer Success Manager to step onto a fintech unicorn rocketship!
SD Solutions is a staffing company operating globally. Contact us to get more details about the benefits we offer.
As a Customer Success Manager you will play a crucial role in ensuring our customers achieve their desired outcomes with our products/services. You will be the primary point of contact for our customers, responsible for creating raving Tipalti fans by building and maintaining strong, long-lasting relationships. Your focus will be on the health of your customer relationships, experience, engagement, adoption, retention, and expansion of our product with some of our highest-profile, top-tier customers.
Responsibilities:
- Develop and maintain strong relationships with a portfolio of clients during each stage of their journey after implementation, assisting with and continuing through full adoption and beyond, including rolling out new features and enhancements, integrations, growing and expandin,g focusing on the customer’s experience.
- Become an expert in our products/services and stay up-to-date with product enhancements, being a consultant and sharing best practices with customers.
- Drive brand loyalty, customer satisfaction, and advocacy.
- Owner and main point of contact for our customers, monitoring customer accounts to identify areas of improvement and proactively addressing any issues or concerns, and acting as a point of escalation for customer issues and ensuring a timely resolution.
- Uncover growth opportunities in your portfolio through upsells and cross-sells.
- Focus on net dollar retention and churn prevention.
- Work closely with Sales, Sales Expert(s), Solutions Consultants, Implementation, Support, Product, and Marketing to proactively collect, receive, share, and action on feedback to drive collaboration and adoption.
- Use data to prioritize and change prioritizations internally across the organization to help drive exceptional customer experience.
- Provide mentorship, coaching, and help with onboarding new and existing team members.
Requirements:
- 2-3 years of customer success or account management experience, preferably in the Fintech space.
- ERP experience, accounts payable, ChurnZero, Zendesk, Salesforce, Jira, analytic reporting, and CSM tool experience are a plus.
- Strong understanding of the fintech industry and our products/services.
- Exceptional communication and interpersonal skills.
- Highly organized with excellent oral and written communication skills.
- High level of enthusiasm, initiative, commitment, and professionalism.
- Ability to build compelling value-driven client-facing presentations.
- Ability to gather complex requirements and work with a team to design a solution.
- Ability to engage with all levels in an organization, from the CEO, CFO, Accountant, etc.
- Part-qualified or qualified experience within an accounting practice or commercial accounting department.
- Relevant accounting certification (part or fully qualified), including but not limited to CPA, ACA, ACCA, or CIMAThorough knowledge of basic accounting procedures and principles.
Advantages:
- Previous Project Management roles or skills.
- CPA/Accounting experience.
About the company:
A well-funded fintech unicorn operating a cloud-based global payables automation platform. Enterprises use it to streamline supplier payments, mass payouts, and AP operations across international markets — replacing manual finance processes with automated, audit-ready workflows.
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