BankIT Solution · 1 day ago
Manager of Customer Success
United States
Full-time
Remote
Senior Level
$110K/yr - $140K/yr
5+ years expBankIT Solutions is seeking a Customer Success Manager who will be responsible for managing client relationships and ensuring high-quality service delivery. This role involves coordinating internal teams, building processes, and supporting onboarding and service execution.
Accounting
Responsibilities
Serve as the primary day-to-day owner of customer success for assigned clients
Maintain strong, proactive relationships with clients to ensure expectations are met or exceeded
Identify risks, gaps, and service issues early and coordinate resolution
Act as a trusted partner to clients by understanding their operational needs and goals
Support renewals and long-term retention through consistent value delivery
Create, document, and maintain standard operating procedures (SOPs) related to customer success workflows
Help standardize onboarding, implementation, communication, and ongoing support processes
Ensure processes are repeatable, scalable, and aligned with leadership direction
Continuously improve workflows based on feedback, metrics, and operational performance
Work closely with internal operations teams to ensure client needs are clearly communicated and executed
Collaborate with international and offshore team members, ensuring alignment, accountability, and clarity
Support onboarding and training of new team members as needed
Provide feedback to leadership on staffing needs, workload balance, and operational challenges
Partner with Operations, Implementation, and Leadership to ensure service delivery aligns with SLAs and internal standards
Assist with implementation support and transition clients from onboarding to steady-state operations
Support leadership initiatives related to scaling customer success operations
Track customer success metrics such as service performance, turnaround times, and client satisfaction
Provide regular updates and insights to the Director of Customer Success
Use data and feedback to recommend process and service improvements
Qualification
Required
Bachelor's degree in Business, Finance, Accounting, Operations, Management, or a related field
5+ years of experience in Customer Success, Client Services, Operations, or Account Management within B2B services
Strong understanding of customer success best practices in professional services environments
Experience creating SOPs, improving processes, and supporting operational scale
Experience working with international or globally distributed teams
Strong communication, organization, and problem-solving skills
Comfortable operating in a structured but growing environment
Preferred
Remote (US-based preferred) | Tampa, FL optional
Benefits
Health insurance
Paid time off
Holidays
Additional benefits aligned with company policy
Company
BankIT Solution
BankIT Solutions is a B2B consulting and operations support firm that helps businesses streamline and scale their day-to-day operations.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase