Customer Success Manager

Swivel Open · verified Sep 23, 2026

3 Locations Full-time Manager Customer Success

At a glance

Mid-level Customer Success role at Swivel. 3 Locations · full-time.

Pay not stated

RoleCustomer Success

SeniorityManager

Location3 Locations

EmploymentFull-time

PostedJul 29, 2026 · 8w ago

Role brief

Growth Roles summary, based on the employer's posting.

What you'll do

Guide customers toward outcomes by increasing solution use and lowering implementation risk
Track customer health, address dissatisfaction early, and protect retention through renewal
Build success plans, set account goals, and deliver data-backed reviews with optimization advice
Find expansion opportunities with Account VPs and Account Managers while representing customer needs internally
Create scalable playbooks and workflows, support onboarding readiness, and mentor associate team members

What you bring

A business-related bachelor's degree covering administration, management, marketing, or finance
At least five years serving customers in financial services, including satisfaction-focused work
At least three years in customer success, account management, or sales with client retention and sales-growth results
Working SaaS knowledge plus proficient CRM use, Microsoft Office skills, and data analysis ability
Clear communication, strong organization, negotiation ability, and effective cross-team collaboration

Who this fits

This role suits a senior customer success professional who can retain accounts, support expansion, use customer data, and create structure for a growing team. You’ll report to the Director of Customer Success, mentor associate-level teammates, and work with Product, Sales, Implementations, Support, and other internal groups. The role requires pre-employment drug testing, excludes tobacco users where legally permitted, and includes prolonged seated work plus occasional lifting or moving items up to twenty pounds.

From the employer

SWIVEL is seeking a talented Customer Success Manager to report to the Director of Customer Success. A CSM will play a vital role in ensuring customers achieve their desired outcomes while using SWIVEL’s solutions. CSMs should be customer-focused and aim for mutually beneficial outcomes within the partnership. Working collaboratively with Product Teams and the Sales team, the CSM will be responsible for increasing solution utilization, reducing implementation risk, and identifying opportunities for business expansion.

Why you'll love this role:

As a Customer Success Manager (CSM), you will be an essential part of Software as a Service (SaaS) company in today’s climate. You will be responsible for developing and strengthening relationships with customers within your designated territory. You will have the autonomy to create opportunity in increasing adoption and work alongside Regional Vice Presidents and Account Managers to earn new business.

Essential duties include the following:

Serves as a key member of customer-facing teams and is expected to leverage their extensive knowledge of SWIVEL solutions to support sales and new business growth.
Monitors customer health metrics, proactively addresses risks, and implements strategies to prevent churn and ensure long-term retention.
Works with customers to build customer success plans, establishing critical goals, to help customers reach their organizational goals and objectives.
Partners with accounts teams (Account VPs and Account Managers) to uncover cross-selling and product adoption opportunities.
Advocates customer needs to cross-functional teams, to include the Director of Customer Success, Marketing, Product, Quality Assurance, Implementations, and Support, and manage customer concerns.
Identifies dissatisfaction risk and collaborates with internal teams to remediate and ensure renewal of contract and high level of customer satisfaction.
Leverages Salesforce, Omni Analytics, and other internal tools for data-driven insights and opportunities for customer relationship growth.
Creates and delivers data-supported business reviews and reports to highlight customer utilization and provide ongoing recommendations for further optimization. Reports on trends associated with customer engagement and presents recommended methodologies to senior leadership.
Drives operational excellence by creating scalable processes, playbooks, and workflows that will define the future of our Customer Success organization.
Supports the Implementations team for client onboarding readiness, ensuring teams and clients are prepared for success.
Takes initiative to build structure where none exists, laying the foundation for sustainable growth and scalable team success.
Serves as a senior role on the team, bringing industry experience and mentorship of associate-level team members.
Stays ahead of industry trends, compliance, and payment systems to provide informed guidance to customers and field teams.

Serious candidates will possess the minimum qualifications:

Bachelor’s degree in Business with a concentration in Business Administration, Business Management, Marketing, and or Finance field of study from an accredited college or university.
Minimum of five (5) years of customer service and satisfaction in financial services.
Great interpersonal skills, bring a positive attitude, and effectively collaborate with others within the organization.
Minimum of three (3) years in Customer Success Management, Account Management, or Sales, and a strong track record of retaining existing clients and contributing to the sales growth within the organization.
Proficient knowledge of business processes, applicable laws, and regulations.
Working knowledge of SaaS ecosystem.
Proficient knowledge of CRM software utilization.
Advanced organizational, planning, and multi-tasking skills.
Advanced collecting and analyzing data skills.
Advanced negotiation skills.
Advanced managing priorities and deadlines and problem-solving skills.
Able to communicate and interact effectively in verbal and written communication.
Able to work collaboratively and build relationships.
Able to analyze, organize and prioritize work.
Able to be adaptable.
Proficient Microsoft Office skills, including Outlook, Word, and Excel.
Able to use basic office equipment, including copy machine, personal computer, and fax.
Able to type 35 WPM.
Sit for long periods of time performing sedentary activities.
Push, pull, and lift up to 20 lbs. of files, supplies, documents, or other related items.

SWIVEL offers*:

Competitive overall compensation package
Work/Life balance
Employee engagement activities and recognition awards
Years of Service awards
Career enhancement and growth opportunities
Leadership Academy and Mentor Program
Continuing education and career certifications
Variety of healthcare coverage options
Traditional and Roth 401(k) retirement plans
Lucrative Wellness Program

*Based upon employee eligibility

Additional Information:

SWIVEL is a Substance-Free Workplace and requires pre-employment drug testing.

Please note, SWIVEL does not hire tobacco users as allowed by law.

To learn more about SWIVEL, visit our website at https://www.getswivel.io/. If interested, please click the appropriate apply button.