Customer Success Manager Job at Viaduct, An Aleron Company, Buffalo, NY

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  • Viaduct, An Aleron Company
  • Buffalo, NY

Job Description

Job Description

As a Customer Success Manager, you'll be the primary relationship manager for clients after they go live on the platform. Your mission is to ensure clients are successful, supported, and maximizing the value of our software in their day-to-day operations.

You'll work closely with clients to troubleshoot issues, uncover operational inefficiencies, and provide proactive solutions that help them optimize performance. You'll also act as the internal voice of the customer-sharing feedback and collaborating with our team to improve the product and overall client experience.

Key Responsibilities:

  • Serve as the main point of contact for clients post-go-live, ensuring a smooth transition into day-to-day platform use.
  • Act as a trusted advisor and operational problem-solver-helping clients overcome challenges and implement best practices.
  • Build strong, lasting relationships with clients by providing hands-on support and strategic guidance.
  • Monitor client health, engagement, and usage metrics to proactively identify opportunities or risks.
  • Work cross-functionally with internal teams to communicate client feedback, suggest enhancements, and support product improvement efforts.
  • Help clients continuously optimize their use of the platform to drive business goals and improve key performance indicators (KPIs).
  • Stay informed about fintech industry trends to better serve client needs and consult on operational solutions.

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