Customer Success Manager - Mid Market

DescriptionCustomer Success Manager ( Mid-Market ) Ottimate helps fast growing businesses automate accounts payables on their terms. We simplify everything from invoice management to payments for both recurring and one-off expenses with a cloud-first approach that enables remote work. Ottimate’s AP Automation and VendorPay Network helps businesses pay and get paid faster. At Ottimate, passion generates excitement for what we do and how we do it. With passion at the heart of everything we do, we nurture ideas, inspire excellence, and find creative ways to eliminate obstacles for cultivating growth. The positive attitude with which we assist one another develops open, honest, and genuine connections. Above all, we celebrate and embrace our differences. We invest in each other because we win or lose as a team. Our values are at the center of our company and culture. At Ottimate, we value: Growth, Customer Focus, Innovation, Accountability, and Communication. The Role As an Enterprise Customer Success Manager (CSM) at Ottimate, you will be at the cross-functional intersection of our organization. In this role, you sit at the vanguard of our growth and expansion mandate, with a diligent eye towards net retention targets and overall client health. You are responsible for nurturing and growing relationships with our Enterprise clients, driving revenue, and ensuring customer success through an integrative, holistic understanding of your clients’ needs. What You'll Do

• Relationship Management: Manage a portfolio of strategic Enterprise customer accounts, building and maintaining strong, multi-threaded relationships with key stakeholders, including C-level executives, finance teams, and operations teams.

• Revenue Growth: Develop and execute account plans and strategies to drive revenue growth and achieve sales targets. Identify and close upsell and cross-sell opportunities within existing customer accounts, effectively persuading and influencing customers through the presentation and sale of complex solutions.

• Strategic Thinking and Analytics: Utilize analytical skills to analyze customer usage and engagement, identify trends, and derive insights to drive strategic decisions that enhance business outcomes and customer success.

• Client Advocacy: Act as an advocate for clients within the organization, conveying their feedback, needs, and concerns to relevant teams. Leverage customer feedback and insights to drive improvements in products, services, or processes, aiming to reduce churn and increase customer satisfaction.

• Cross-Functional Collaboration: Collaborate with internal teams, including Sales, Customer Success, Marketing, Finance/Billing, and Product, to ensure customer satisfaction and resolve any issues or challenges.

• Business Reviews: Manage regular business reviews with customers to review performance, measure client value, identify opportunities for improvement, and present new products or features. Maintain a proactive and flexible approach to customer touch points.

• Operational Excellence & Strategic Solutions: Handle multiple accounts and tasks effectively, ensuring project milestones and goals are met, while tackling challenges head-on and implementing effective solutions to achieve business goals.

• Account-Based Marketing: Collaborate with the marketing team to develop and implement account-based marketing strategies to drive customer engagement and retention.

• Client Travel & Interactions: Prioritize face-to-face interactions with key clients through regular travel, and attend industry events and conferences to stay informed about market trends and to network with existing and potential clients.

What You'll Need

• 2-4 years of Customer Success experience, ideally in a FinTech software/SaaS with enterprise clients and owning a $1M+ portfolio

• Strong commitment to customer success, focusing on long-term relationships and delivering value-added solutions.

• Proven ability to independently manage diverse accounts, prioritize tasks, and balance multiple priorities in dynamic environments.

• Consistent track record in executing strategic routines to drive business outcomes and maintain proactive customer engagement.

• Excellent communication and interpersonal skills, fostering collaboration.

• Proficiency in project management, strategic thinking, analytics, and negotiation.

• Experience with CRM software (e.g., Salesforce) and other sales tools for effective customer interaction management. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

• Ability to utilize data analytics to inform decisions and enhance customer success strategies.

• Effective problem-solving skills, ensuring timely resolution of customer issues.

• Ability to lead cross-functional engagements to achieve business goals and enhance customer outcomes.

• Familiarity with financial and accounting concepts; experience in restaurant or hospitality industry beneficial.

• Ability to explain Ottimate's technical products to customers.

• Demonstrated empathy and emotional intelligence.

• Proactive in seeking personal and professional growth, staying updated with industry trends and best practices.

• Adaptable to changing business needs, overcoming challenges in fast-paced environments.

• Willingness to travel as required (at least quarterly).

What You'll ReceiveWe care deeply about making Ottimate an incredible place to work and invest a significant amount of time and energy into creating and maintaining a company culture that provides our team with a generous level of support whilst inspiring them to do their best work. The specific benefits/perks we offer are continually evolving, but currently include:Work from home in an energetic remote-first environment that supports flexible working hours and understands work-life balance.

• Compensation: OTE range of $110,000-115,000K.

• Medical, Dental, Vision and other Company-Subsidized Benefits for you and your family.

• Employer sponsored 401(k) with company match.

• Paid Time Off (and the encouragement to use it).

• Annual company retreats.

• Promote from within philosophy.

Beyond the tangible benefits though:

• You will be part of a growing team, at a pinnacle moment of scale for the business, and experience the excitement of working in a startup where each action makes a huge difference.

• You will have the agency to solve difficult problems creatively, the freedom to explore work that inspires you, and infrastructure to ensure you're constantly challenged and developing.

• You will work with sharp, passionate teammates solving some of the most unique challenges and positioning our product as a premier finance automation solution.

• Our commitment to empowering a diverse and inclusive workforce, celebrating differences, and creating a safe space for our employees to bring their whole selves to work is second to none.

• We are transforming entire industries using innovative technology including Artificial Intelligence, Payments Tech, and Neural Networks.

• Our leaders lead with a people-first approach; inspiring excellence, nurturing ideas, and finding creative ways to eliminate obstacles for cultivating growth.

• We truly love what we do and who we do it with - and we think you will too!

Ottimate is an equal opportunity employer that is committed to diversity and inclusion. We do not discriminate based on race, color, national origin, religion, gender, gender expression, sexual orientation, age, veteran status, disability status, or marital status. If you are excited about the role but do not meet 100% of the qualifications listed above, we encourage you to apply. Nothing in this job posting should be construed as an offer or guarantee of employment.