Customer Success Manager

Customer Success Manager / Account Executive 

Xen Platforms is revolutionizing the factoring and asset based lending industries. We offer a groundbreaking solution that provides a 20x improvement in lending compared to the current industry standard. Our cloud-based, distributed architecture software is specifically designed for the commercial lending industry, which is currently dominated by 42-year-old Cobalt-based incumbents.

After years of development, Xen Platforms has successfully raised a growth round of capital, providing us with 36 months of runway. With this new funding, we are now able to execute on a strategic growth plan that aims to achieve a 300%+ increase in growth over the next 12 months.

Summary

As the Customer Success Manager you will play a role pivotal in launching and supporting our customers. As the trusted advisor to our customers you will help them succeed with our platform and ensure they receive maximum value from our solution throughout their lifecycle. You’ll be responsible for understanding customer requirements, implementing and onboarding new customers, conducting product training, driving adoption and retention and ensuring ongoing satisfaction. You will work with our customer executive teams, as well as our program counterparts to drive a successful program. This is a highly visible, cross-functional role that will require strategic thinking and detailed execution.

What You Will Do:

• Liaise with sales team to schedule implementations and make sure implementation timeframes are on track

• Continuous product testing and system reviews for effectiveness

• Effective communication, problem solving and attention to detail will contribute to key outcomes that secure existing business initiatives, drive brand engagement, and ensure customer success

• Share real time customer feedback and insights to cross functional teams to innovate and improve the platform and product experience 

• Instill trust and rapport with customers

• Be the first point of contact and advocate for our customers

• Project manage customers and hold cross-functional teams accountable to meet project deadlines

What You’ve Done:

• 5+ years experience of experience at a high-growth fintech, factoring or asset based lending company

• You are a subject matter expert in Factoring and Asset Based Lending 

• Confident in leading customer meetings and receiving customer feedback 

• You are curious and always learning, demonstrating an ability to learn new technologies quickly 

• Develop, iterate and improve business processes and workflows

• Process driven organizational skills

• A positive and problem solving approach to customer service

• Strong analytical skills and operating rigor

• You’re comfortable and thrive in fast-changing environments

Benefits & Perks

• Generous health, vision, and dental plans

• 401K matching up to 1%

• Fully remote, with the option to be hybrid if you are in the Bay Area, CA

• Competitive salary

• Unlimited PTO + sick days

• Annual Bonuses

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