Customer Success Manager

The Mesh team is a group of innovators and leaders on a mission to make payments more intelligent, smoother, and secure. We believe in building a transparent and dynamic world and highly invest in our people, customers, and product. We have a flexible work model, connecting people from multiple locations, including the US, Europe, and Tel Aviv. We're rapidly growing and always looking for talented people to be part of the Mesh team to help shape our product and culture. Join us on this journey to building the future of corporate payments!

We seek a motivated Customer Success Manager to join our growing Customer Success Department in Austin, TX. The Customer Success Manager will be responsible for scaling the adoption of the Mesh platform. The focus would be onboarding customers to Mesh, identifying and converting possible growth opportunities, and facilitating the growth of customer accounts throughout the customer lifecycle.

The ideal candidate would have worked within the Fintech space for at least one year-someone with experience working for a SaaS organization, especially in a customer-facing role. 

What Will You Do?

• Manage all post-sales activity for Mid-Market and Enterprise customers through strong relationship-building, product knowledge, planning, and execution.
• Develop trusted advisor relationships with clients (from program administrators to the C-suite) to ensure that implementation goals are aligned and clients realize the value of partnering with MESH to manage their expenses, corporate credit cards, and T&E.
• Identify and execute against opportunities for account expansion - including new spend categories, subsidiaries, products, and use cases. 
• Own client retention and penetration of adjacent products
• Utilize SalesForce to track, log, and manage your assigned accounts.
• Identify and confirm the customer's needs and motivations for using Mesh.
• Design an appropriate growth strategy that maximizes the customer spending potential on the platform.
• Lead onboarding meetings with new customers, which are 45-min calls to understand customers' needs, train new clients on the ins and outs of our platform, and discover the opportunities to grow the account. 
• Onboard new customers and set them up for success; while doing that, you continuously work to test and improve the onboarding experience.
• Act as liaison between the Operations, Product, and the Customer to gain insights on improving the customer experience and product usages to help drive system and process improvements.
• Proactively communicate with the customer regarding new features and improvements to Mesh's platform.
• Work closely with our sales team to understand customer motivation and create a tailored growth plan for each account.

What Should You Have?

• 2-4 years of experience in a customer success or account management position within a rapidly growing SaaS or travel company – ideal
• 1-3 years of relevant work experience in one or more of the following: Payment Processing Systems, Technology Consulting, and Enterprise Software.
• Experience working in the Fintech industry - an advantage
• Prior sales experience is preferred but not required
• Ability to think independently and strategically to develop sales development strategies and tactics
• A high sense of urgency that can adapt and pivot in every conversation
• The skills to passionately and clearly articulate the value of Mesh
• A team-player attitude with a desire to improve internal processes beyond your day-to-day tasks
• A willingness to learn, grow and get in on the ground floor of a unicorn startup while launching your career in sales
• Ability to influence at the executive level by focusing on long-term value realization

Benefits

• Unlimited growth opportunities
• Full benefits (health, dental, vision)
• Disability & Life Insurance
• Flexible Spending Account (FSA)
• Hybrid working schedule 
• Unlimited PTO policy

EEO STATEMENT

We want to ensure everyone has an equal chance to participate and make a difference. Mesh is an equal opportunity employer and prioritizes building a diverse and inclusive workplace. We provide equal employment opportunities to all employees and applicants of any type. We do not discriminate based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job-related characteristics or other prohibited grounds specified in applicable federal, state, and local laws. Mesh's policy is to comply with all applicable laws related to nondiscrimination and equal opportunity and will not tolerate discrimination or harassment based on these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.