The Role
As a Customer Success Manager II, you'll enhance customer satisfaction by managing relationships, driving revenue growth, and supporting product adoption through onboarding, proactive communication, and data analysis.
Summary Generated by Built In
FinQuery stands at the forefront of accounting automation, driven by a deep specialty in contract-driven accounting. Our AI-enabled platform transforms how controllers and finance teams operate, seamlessly managing and accounting for the complex financial contracts—like leases, prepaids, and accruals—that are the backbone of modern business. We are not just a software provider; we are the unified subledger that eliminates time-intensive, error-prone technical accounting workflows, ensuring financial reports are accurate and empowering our customers to focus on strategic, high-value tasks.
FinQuery is the global leader in lease accounting (as recognized on G2.com) and serve more than 8,500 customers worldwide. Our growth trajectory has been consistently validated by the Inc 5000, which has recognized us as one of the fastest-growing private companies for five consecutive years.
Solve the Problems That Matter Most
As a Customer Success Manager II, you will fill the critical role of serving as the face of FinQuery with respect to your assigned customers, ensuring the highest level of customer satisfaction in the industry by proactively building trusting relationships with, and understanding the needs and pain points of, each of your customers. You will be responsible for maximizing customer satisfaction rates, driving expansion by identifying customers’ needs for additional products and services, and managing renewals. In this role you will promote adoption, engagement and advocacy, enhancing FinQuery’s reputation and brand recognition. By proactively understanding and educating the product team about your customers’ needs, you will meaningfully contribute to the development of FinQuery’s product roadmap. The Customer Success Manager II has excellent verbal and written communication skills with the ability to lead meetings and host webinars.
Reports to Customer Success Leader and/or Team Lead
How You Will Make an Impact
- Client Onboarding: Work with sales and implementation teams to ensure a smooth transition from the presale state to the post-sale customer success stage. Expectations include, but are not limited to, joining kick-off calls, keeping up to date with the progress of the implementation, and scheduling a graduation call
- Relationship Management: Develop and maintain customer relationships, acting as the primary point of contact throughout the customer lifecycle
- Proactive Communication and Documentation: Conduct regular proactive calls and account review meetings; utilizing CRM to maintain an accurate record of discussion and action items
- Customer Retention: Monitor health metrics such as NPS and churn scores, and take corrective action and loop in leadership, when necessary, to mitigate churn risk
- Revenue Growth: Identify upsell and cross sell opportunities to increase customer usage and product adoption, ensuring positive net revenue retention (NRR)
- Contract Negotiation and Renewals: Own customer renewal cycles end to end, working directly with internal stakeholders as needed, to ensure customer satisfaction during the renewal process while adhering to contractual and department requirements for initiating renewal discussions and ensuring all departmental guidelines for providing pricing and any other requirements are followed
- Customer Outcomes: Work with the customer, in partnership with management, to build Customer Success Plans, establishing critical goals, desired business outcomes, or other key performance indicators and aid the customer in achieving long and short-term goals
- De-escalation: Manage customer complaints, and utilize internal resources where appropriate, to resolve issues with a sense of urgency and in a timely manner
- Customer Feedback: Represent the voice of the customer to inform product roadmaps by collecting, analyzing, and disseminating customer feedback and product requirements to system improvements
- Data Analysis: Utilize customer data and metrics to make informed decisions and provide actionable insights back to the customer
- Advocate Identification: Identify opportunities for customers to become advocates, such as testimonials and case studies
- Conduct all business in accordance with FinQuery policies and procedures
- All other duties as assigned.
The Expertise You'll Bring
- 3-4 years customer success or account management experience in SaaS or software company
- Experience in creating success plans and utilizing data to identify the health of a customer
- 4-year degree or equivalent experience
- Good communication skills, both written and verbal
- Must have strong organizational skills and be detail oriented
- Demonstrated ability to build and maintain relationships with customers
- Strong analytical and goal oriented mindset
- Emerging ability to recognize upsell and expansion opportunities when speaking to customers
- Exposure to contract negotiations and renewal discussions with customers
- Experience working in G-Suite, Salesforce, and/or Churnzero
Benefits
For Your Growth:
• Annual employee development program stipend of $2,000 for each employee
• Mentorship program (available immediately)
• Sabbatical program (4 weeks after 5 years of service)
• Advancement opportunities based on results
For Your Financial Well-being:
• 401(k) plan with employer matching
• Signing stipend for a work-from-home setup
For Your Health & Wellness:
• Great health benefits with multiple plan option
• Flexible PTO (including 11 holidays and your birthday off)
• Free gym membership at our office (Atlanta HQ)
• Casual dress environment (when in office)
• Catered lunches every Tuesday & Thursday (when in office)
For Your Family & Life
• Parental Leave Benefits
• Fertility/Adoption Assistance
• Annual tutoring stipend for your children (pending eligibility)
About Us
FinQuery is revolutionizing accounting automation and contract management. As the only provider offering a single platform for complete visibility into lease and vendor contracts, we empower organizations with unprecedented control over their top spending categories. Our award-winning AI-driven software helps over 8,000 organizations worldwide minimize risk, boost efficiency, and reduce costs. Join us as we redefine how businesses manage their finances.
FinQuery is an equal opportunity employer to all persons, free from restrictions and prejudice based upon race, color, creed, religion, sex, domestic relationship status, parental status, family status, sexual orientation, national origin, gender identity, age, and disability status. FinQuery maintains a drug-free workplace.
Top Skills
Churnzero
Google Suite
Salesforce
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The Company
What We Do
We're FinQuery, and we're here to help you manage your finances in a whole new way.
More than 36,000 professionals rely on FinQuery to make better business and financial decisions for their largest areas of spend - leases, software subscriptions, and financial contracts - something no other provider offers in the market. Our award-winning AI-powered software helps businesses minimize risk, increase efficiency, and reduce costs.
And what makes it truly intelligent? We let you do it all on one platform.
FinQuery gives you the power of total visibility, so that Finance and Accounting can simplify accounting, forecast accurately, and budget confidently. And the IT department can clearly see and manage the company’s software stack with actionable insights, smart automation, and helpful tools.
You’ll see the most where you’re spending the most.
