Customer Success Manager

About the role We are seeking a highly motivated and experienced Customer Success Manager to join our Customer Success team. The ideal candidate will have experience in account management, customer retention, and upselling, preferably within the financial advisor’s industry. This role is integral to supporting and managing an assigned group of customers, ensuring they achieve value from our solutions while maintaining attention to detail and a strong focus on data accuracy. Our customers run highly varied CRM implementations with different account structures, operational processes, and billing arrangements. No two accounts are alike, so success in this role means tailoring your approach to each customer while staying organized across a portfolio of accounts. Who you’ll support Maximizer serves customers across many industries, with a growing focus on financial services: wealth advisors and managers, insurance advisors, and dually licensed advisors practicing both. You’ll manage a portfolio of customer relationships ranging from small independent teams to enterprise organizations with many teams operating under a single head office. Some of these head-office relationships span many individual accounts, so the role calls for managing both breadth and structural complexity. What you’ll do • Act as the primary point of contact for an assigned portfolio of accounts, focusing on building and maintaining strong customer relationships. • Support and manage an assigned Book of Business, ensuring satisfaction, engagement, and retention. • Manage a diverse portfolio of customers with varied implementations, account structures, and billing arrangements, adapting your approach to each customer’s unique setup and needs. • Keep clear, up-to-date records of key customer interactions, commitments, and follow-ups, so no promise falls through the cracks and any teammate can step in seamlessly when needed. • Triage and prioritize competing customer needs across accounts of varying complexity, making sound judgment calls on what moves first. • Identify upselling and cross-selling opportunities to maximize account growth and customer lifetime value. • Own multi-step issue resolution across Support, Product, Billing, and Sales, driving each item through to closure and keeping customers informed along the way. • Conduct regular account business reviews or scheduled touch points depending on the account size and strategic importance. • Ensure all account-related processes are executed with precision, maintaining data accuracy and process integrity within our systems. • Contribute to the development and execution of customer engagement strategies, including the promotion of webinars, training sessions, and targeted campaigns. What success looks like By the end of your first 90 days, you will have: • Established a baseline standard of service and responsiveness across your book of business. • Built a proactive engagement structure for every key account, scaled from complex to simple based on each account’s needs, so every key account has planned touchpoints alongside reliable coverage for incoming requests and upcoming renewals. Beyond your first 90 days, you’ll help shape what success looks like. You’ll work with your manager to set goals for retention, engagement cadence with key accounts, and expansion and upsell targets. What you’ll bring • 3+ years of experience in customer account management, preferably in the financial advisors or related industry. • Demonstrated aptitude for strategic account management, with a track record of driving customer success and retention, within the enterprise customers. • Strong organizational skills with the ability to manage multiple priorities and accounts simultaneously. • Exceptional organiz