Customer Success Manager I - Implementation

Branch is on a mission to empower workers with financial freedom. We do this by helping companies accelerate payments and providing working Americans with accessible, free financial services. We’re committed to building and delivering more inclusive, transparent, and frictionless financial products.

Our goal of empowerment extends to our own employees, too. Have a great idea? Share it today and it might just get implemented tomorrow. As a member of our team, your voice and creativity matter—and they can directly impact our products, company, and culture. 

We not only focus on attracting great talent from across the country, but also on building teams that help that talent thrive. That means valuing a diversity of opinions and working styles, while creating a shared belief in innovation, initiative, and winning together.  Come join our team as we develop new ways to improve the lives of working Americans.

As a Customer Success Manager I on the Implementation team, you will play a critical role in ensuring the immediate success of our customers by leading them through a well orchestrated onboarding process. You'll be responsible for onboarding, training, and providing general technical guidance to our valued customers. This role requires strong communication, problem-solving, and organizational skills.

Responsibilities include, but are not limited to:

• Own and manage the onboarding process for assigned accounts

• Accountable to revenue attainment on new logo bookings through user and product adoption

• Prioritize and manage a high volume of projects, collaborating with various internal teams to deliver a cohesive customer experience

• Understand and consult on product and industry best practices, tailoring the onboarding experience to the unique needs of each customer

• Partner with co-marketing on custom campaigns to drive adoption and product awareness within accounts 

• Maintain comprehensive internal and external documentation on all accounts, and contribute to the maintenance of onboarding playbooks and internal technical documentation

• Partner with Sales and Account Management to ensure continuity and seamless transitions throughout the customer journey

• Provide regular project updates to key stakeholders and executive management, escalating challenges and roadblocks when necessary

 Qualifications (Must have):

• 2-4 years of SaaS and/or FinTech experience in an implementation, onboarding, consulting, or project management capacity

• Strong communication and interpersonal skills. Demonstrates the ability to explain concepts in a simple and effective manner

• Experience executing implementation best practices and contributing to process improvements across a high volume of concurrent projects

• The ability to troubleshoot, diagnose, and communicate technical issues in a systematic and accurate manner

• The ability to anticipate and mitigate potential issues and risks that may occur during the onboarding process

Qualifications (Nice to have)

• FinTech industry experience

• Experience with API and file-based integrations

• CRM familiarity, specifically HubSpot

• Understanding of data analysis and reporting tools

Compensation: The base compensation range for this role is 65-73k. The salary range displayed reflects an average base salary range for the position across all the US. The base salary offered to an applicant could be higher or lower based on each applicants specific skill set, depth of experience, relevant education or training, etc. The base salary range listed excludes commission/ variable compensation/ bonus/ equity or benefits.

Benefits: 

• Remote-first work environment (domestic USA)

• Branch-paid medical, dental, and vision insurance 

• Equity

• 401k

• Flexible time off

• Paid company holidays

• Paid parental leave (eligible after 6 months of employment)

Working at Branch

A remote-first company with employees located throughout the U.S., Branch emphasizes transparency, accountability, and trust to create a collaborative environment where our product, engineering, marketing, customer support, customer success, and sales teams can all thrive together.  Learn more about what we do in this video!

Our collaborative spirit has helped us become an award-winning fintech company, with Branch’s innovation and workplace recognized across industries. Branch has been honored by Inc., the Webby Awards, Benzinga Fintech Awards, Fintech Breakthrough Awards, Top Workplaces USA, Great Places to Work, and EY Entrepreneur of the Year, Heartland, among others.  

Learn more about our culture, approach, technology, and people here: https://www.branchapp.com/about

Branch is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Must be currently authorized to work in the USA without sponsorship or transfer. No 3rd-parties, please.