Principal Customer Success Manager

NAEHAS

This is an exceptional opportunity to join a privately held, fast-paced, Software as a Service (SaaS) national company based in Silicon Valley.  The Naehas vision is to deliver personalized products, offers, disclosures and customer experiences with the leading financial services industry cloud.

Our people and culture are our top priorities. We value the contributions our employees make and work hard to ensure their voices are heard and accomplishments are recognized. Our purpose is to create an environment where you will get to do your best work and be part of a team that will help you grow personally and professionally. Our recipe for success is very simple - “Passionate team members translate into happy customers and great products.”

THE POSITION

Naehas is seeking to hire a dynamic Principal Customer Success Manager to own the success and retention of our existing clients.  This role is responsible for leading all aspects of value delivery (including product adoption), relationship management, and growth of one or more existing accounts.

Our ideal Customer Success Manager has to be strategic and able to establish themselves as a partner to their customers.  They must be highly detail oriented and should know the customer’s process better than the customer themselves.  One of the main goals of this role is to find opportunities for growth and establish imperatives for success working closely with the Product and Services teams.  

THE OPPORTUNITY

This is an incredible opportunity to work with Naehas’ largest and most strategic customers at respected and well-known brands.  You will be driving our customer’s strategy using the Naehas platform, supporting upsell and cross sell initiatives, and driving increased revenue in renewals. You’ll serve as an expert on how our customers can achieve their goals and engage with decision makers to showcase the best use cases for the expanded engagement with Naehas’ solutions. This position may work with a broad group of our customers, and requires great organization and prioritization skills while consistently focusing on revenue generating activities. 

THE TEAM
You will be part of a team that acts as advocates for our customers by understanding their business challenges and collaborating with empathy to deliver a high-quality customer experience. The Customer Success team will develop strategies to improve customer satisfaction, retention and growth.  They are responsible for building relationships with customers, ensuring they get value from Naehas’ products and services, and helping to drive long-term revenue growth. Customer Success works closely with other departments, such as Product, Sales, and Services, to identify customer needs and develop solutions. 

• Renew customer contracts at increased NRR and retain logos in your book of business
• Uncover upsell and cross sell opportunities within accounts, and coordinate sales activities to close
• Establish and Strengthen relationships with executive and decision maker levels
• Create referenceable accounts and partner with marketing to showcase our success
• Evangelize how our product can support KPI improvements across supported use cases
• Understand our customer’s use of our product inside and out to provide insights for improvement and new opportunities
• Monitor and report on activities and outcomes from opportunities
• Willingness to travel. Our typical projects can require travel and at times may be short notice due to client requests. 

THE SKILLSET

• 10+ years of experience working in SaaS, specifically in the fintech space enabling process improvements for Tier 1 Banks.
• Bachelor's degree in finance, business administration, economics, or a related field.
• Understanding of financial products (e.g., mutual funds, annuities, loans, retirement plans) and services tailored to client needs.
• Minimum of 5 years experience in a Customer Success Management role including revenue expansion goals
• Renewal and contract negotiation experience
• Has managed Enterprise Accounts generating over $1M in recurring revenue
• Managed prior relationships with executive leadership within Enterprise level customers

PREFERRED

• SaaS sales or Account Management experience 
• Deep knowledge of financial services and core banking systems.
• Experience working in an agile environment.
• Certifications such as the Project Management Professional (PMP) are a plus.

ADDITIONAL INFORMATION

• Travel may be required, up to 25%
• Base salary: $150,000.00 - $180,000.00

We believe the best way to understand our organization and culture is through our values:

• Reality - Acknowledge it early and be comfortable sharing it with the team
• Ownership - Be self-aware and personally accountable
• Courage - Put in best effort even under trying circumstances
• Trust - Respect team members - prove each other right
• Curiosity - Intense desire to explore and understand new solutions
• Flexibility - Flexibility and innovation are more important than efficiency
• Integrity - Our reputation is more important than making money

If these values resonate with you then we look forward to meeting you. Here’s what we have to offer you as a team member at Naehas:

• Competitive compensation
• A full suite of benefits, including health, vision, dental, and retirement
• A casual workplace that appreciates and respects each employee's ideas
• The agility of a growing and profitable start-up environment
• Flexible work arrangements