EverC develops AI-powered risk intelligence for banks, payment providers, and online marketplaces. Its MerchantView product identifies risk at the merchant level, while MarketView detects risks in products, including counterfeit and pirated goods. Together, these tools help teams assess online commerce threats such as fraud and make informed decisions as they expand into new industries and regions.
Senior Customer Success Manager, Bankruptcy Risk
Lead retention, renewals, and account growth for Bankruptcy Risk customers. The role oversees executive relationships, onboarding, and customer outcomes.
Opis
- Manage retention and renewals across Bankruptcy Risk accounts, including major strategic customers.
- Set renewal strategies and lead commercial discussions and contract changes with Sales and Legal.
- Build account plans around customer priorities, product adoption, risks, and growth opportunities.
- Coordinate internal teams to deliver outcomes that strengthen customer relationships.
- Track customer health, surface risks, and lead mitigation and recovery plans.
- Work with Sales to identify and develop growth opportunities across bankruptcy solutions.
- Build trusted relationships with users and senior decision-makers.
- Lead executive customer engagements and strategic business reviews.
- Oversee onboarding and implementation with Business Operations, Product, and Engineering.
- Share customer feedback and emerging needs with Product and Operations to improve the experience.
- Deliver tailored education that connects platform capabilities to bankruptcy workflows and business goals.
- Coordinate responses to customer questions and service issues, keeping customers informed.
- Lead and motivate the team, set priorities, and ensure accountability.
- Assess processes, workflows, and tools, then drive improvements in efficiency and quality.
Zahteve
- Bring enterprise account management experience and the ability to lead executive relationships with senior stakeholders at regulated financial institutions.
- Show commercial acumen in renewal strategy, growth development with Sales, and complex renewals with the wider commercial team.
- Be able to master complex, workflow-driven products and customer-specific implementations, and discuss them credibly with customer leaders.
- Use usage, renewal, and account health data to assess risk and opportunity and produce forecasts.
- Communicate persuasively with executives, influence across a matrixed organization, and independently own an account portfolio.
- Have at least five years in Customer Success, Strategic Account Management, Enterprise Account Management, or a related customer-facing role with enterprise customers.
- Demonstrate success managing strategic or enterprise portfolios with retention and renewal accountability and partnering with Sales on growth.
- Have experience leading executive-level customer engagements and navigating complex stakeholder environments.
- Experience in bankruptcy, collections, consumer lending, mortgage servicing, or financial services is strongly preferred.
- Experience in B2B SaaS, technology, data, or information services is preferred.
- Experience with Salesforce, HubSpot, and customer success technologies is preferred.
- A bachelor's degree is preferred.