Manager - Professional Services

About us:

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.

About the role:

The Manager, Professional Services will be responsible for leading a team of Implementation Consultants, ensuring the successful onboarding, adoption, and ongoing satisfaction of Branch’s clients. This role will focus on developing and implementing strategies to maximize customer retention, drive account growth, and deliver exceptional customer experiences. The Manager will also be responsible for mentoring team members, optimizing processes, and collaborating with cross-functional teams to achieve customer success objectives.

Responsibilities include, but are not limited to:

• Team Leadership and Management:

  • Manage and mentor a team of Implementation Consultants, providing guidance, support, and professional development opportunities

  • Set team goals and objectives, monitor performance, and ensure that team members are meeting or exceeding expectations

  • Foster a collaborative and high-performing team environment, promoting knowledge sharing and best practices

  • Recruit, hire, and onboard new team members

• Customer Success Strategy and Execution:

  • Develop and implement customer success strategies and initiatives to drive customer adoption, retention, and growth

  • Oversee the onboarding process for new clients, ensuring a smooth and efficient transition

  • Ensure the team is providing ongoing support and guidance to clients, addressing their needs and challenges in a timely and effective manner

  • Monitor customer health, identify potential risks, and develop proactive strategies to mitigate churn

  • Identify and execute on growth opportunities within existing accounts, in partnership with Account Management

• Operational Excellence:

  • Establish and maintain customer success processes and workflows, ensuring efficiency and scalability

  • Develop and track key performance indicators (KPIs) to measure customer success and identify areas for improvement

  • Analyze customer data and feedback to identify trends, insights, and opportunities to enhance the customer experience

  • Maintain comprehensive internal and external documentation

  • Identify and implement process improvements to drive repeatability and operational efficiency

• Cross-Functional Collaboration:

  • Collaborate with Sales, Account Management, Product, Engineering, Marketing, and Support teams to ensure alignment and deliver a seamless customer experience

  • Act as a customer advocate within the organization, communicating customer needs and feedback to relevant stakeholders

  • Participate in relevant client-facing meetings with key stakeholders, steering and influencing where necessary

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

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

Qualifications:

• 4+ years of experience in customer success, account management, or a related field, preferably in the SaaS or FinTech industry

• 2+ years of experience in a management or team lead role, with a proven track record of successfully leading and developing customer success teams

• Strong understanding of customer success principles, methodologies, and best practices

• Experience managing onboarding and ongoing operational initiatives for strategic customers and partners

• Experience in enterprise project management, leading complex, cross-functional projects

• Technical aptitude with a general understanding of APIs, webhooks, and integrated solutions

• Strong analytical and problem-solving skills, with the ability to analyze data, identify trends, and develop actionable insights

• Excellent communication, interpersonal, and presentation skills, with the ability to communicate effectively with both technical and non-technical audiences

• Highly organized and detail-oriented, with the ability to manage multiple priorities and meet deadlines

• CRM familiarity, specifically HubSpot

• Ability to solve complex technical and operational problems, with a strong focus on delivering exceptional customer experiences

• A passion for customer success and a commitment to providing outstanding service

Compensation:

The salary range for this role is $125-140k.

The salary range displayed reflects an average base salary range for the position across all the U.S. The base salary offered to an applicant could be higher or lower based on each applicant's specific skill set, depth of experience, relevant education or training, etc. 

Location:

This position is classified as REMOTE within the United States of America.

We are unable to hire candidates located outside of the domestic U.S.

Benefits: 

• Market-leading medical, dental, and vision insurance 

• Stock options

• Free Premium-Tier Origin Financial Wellness subscription

• Monthly home-office stipend

• 401k (TransAmerica)

• 12-weeks paid parental leave for birthing and non-birthing parents

• Flexible time off + sick and safe time

• 11 paid company holidays

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 third-parties, please.

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