Customer Success Manager

About Us

We’re building the first of its kind platform serving Baby Boomers. Today, consumers are relegated to a 1980s experience. With Silvur, we’ve modernized what retirement in America looks like and are empowering our users with content, calculators, and a marketplace to support the key decisions they make in their 50s and 60s. We’ve spent countless hours understanding how boomers navigate technology and make key financial, health, and life decisions around retirement. Built on proprietary algorithms that power our Retirement Score, Silvur’s modern platform is designed to meet our customers where they are.

About the Role

Silvur is seeking a Customer Success Manager to join our small, scrappy revenue team. This person will report to the Head of Sales and play a critical role in building (and eventually scaling) our success function, while also supporting our broader go to market efforts and the rapid evolution of our product. Your main focus will be owning and growing customer relationships, driving product adoption, engagement, satisfaction and ultimately contract renewals. This role requires the ability to manage multiple priorities and respond quickly to requests while remaining flexible to change.

The ideal candidate is a relationship builder, an analytical thinker, and a great communicator with extraordinary attention to detail. You enjoy working in a fast-paced and dynamic environment. Colleagues describe you as a highly resourceful, self-motivated, mature individual with strong emotional intelligence, and the potential to engage and earn the trust of director and VP-level leaders that you’ll engage in this role.

Role Objectives

Own the entire relationship with our credit union and bank customers, including onboarding, implementation, training, adoption, retention, and satisfaction

Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services

Develop, own and refine customer success strategies, assets, and processes, as well as customer support resources.

Communicate effectively with both internal and external senior leaders to better understand customer needs, maximize retention and growth, and share learnings.

Maintain existing customer-success metrics and data as directed.

Responsibilities

Drive faster and easier customer onboarding: own and manage the process, decks, and other assets.

Accelerate adoption and TTFV: coordinate with customer marketing teams to run joint marketing activation campaigns to bring their customers onto our platform.

Own and execute customer engagement strategy: build and deliver regular reporting & share insights with our customers to drive adoption and engagement, identify and pursue growth opportunities, measure and track CSAT and renewals.

Support new revenue generation: source new case studies, white papers, and references with support from manager/revenue team.

Help us move faster and make better decisions: gather and share customer feedback on existing products, support new feature pilots, and lean in to support broader revenue team initiatives like marketing, lead generation, and conferences (may require travel).

Requirements

Required Skills and Qualifications

Minimum three years of experience in account management, customer success, communications, marketing, or sales.

Bachelor’s degree or equivalent, analytical and data-driven thinker, strong spreadsheet, presentation building and project management skills, highly organized and detail-oriented.

Strong skills in verbal and written communications, strategic planning, and project management

Analytical and process-oriented mindset.

Ability to work effectively across multiple departments in a deadline-driven environment

Active team player, self-starter, and multitasker who can quickly adjust priorities.

Track record taking on increasing levels of responsibility, taking ownership and solving problems so they stay solved.

Preferred Skills and Qualifications

Knowledge of HubSpot, Google Workspace (docs, sheets, slides), Airtable, Figma. Marketing skills are a plus.

You are hungry, curious, organized, proactive, analytical.

Background in consulting, change management or teaching.

This role reports to the Head of Sales, who is based in Los Angeles.

Benefits

You will be an employee of our holding company Kindur Services. Employees receive a total compensation package including salary, options, health benefits and 401k. Employees have a WeWork All Access Plan so you can work from any WeWork should you prefer not to work from home. You can choose the technology you need to make you excel in your role. Our team has been remote for 3 years and will require some in person meetings, both for internal workshops and external partner relations.

Actual salaries may vary depending on factors including but not limited to location, experience, and performance on the job. The range listed is just one component of our total compensation package for our employees.

Candidates must be legally authorized to work in the US. The company does not sponsor visas.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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