MeridianLink · 7 hours ago
Sr. Customer Success Manager
United States
Full-time
Remote
Senior LevelMeridianLink is seeking a dynamic and results-oriented Senior Customer Success Manager who will play a crucial role in ensuring the success and satisfaction of their valued customers. The role involves managing customer relationships, resolving issues, and helping clients achieve their business goals through expert guidance on MeridianLink products.
BankingFinancial ServicesFinTechInformation Technology
Responsibilities
Help customers adopt the software
Improve customer satisfaction
Drive customer problem resolution
Help customers achieve their business goals
Develop and maintain an in-depth understanding of MeridianLink products and services
Stay informed about product updates, enhancements, and industry trends
Provide customers with expert guidance on utilizing our products to its full potential
Stay abreast of industry trends, best practices, relevant regulations, and emerging technologies
Act as a Subject Matter Expert (SME), providing insights and recommendations based on industry knowledge
Build and nurture strong, positive relationships with key customer stakeholders as well as with internal key stakeholders, especially with the sales function
Conduct regular check-ins and executive business reviews with customers to understand their needs, challenges, and goals
Collaborate cross-functionally to ensure a seamless customer experience
Understand client’s business goals and needs from a strategic perspective
Identify solutions that will help the customer accomplish their goals and meet their needs
Define, drive, and monitor the steps needed to select the proper solution related to each goal through a Success Plan
Effectively manage and prioritize multiple customer accounts simultaneously
Maintain accurate and up-to-date customer records and communication history within the Gainsight Customer Success Platform
Expertly build and maintain reports, presentations, and other communications to present the status of the CSM’s projects and assignments
Manage and resolve customer escalations promptly and effectively, based on specific rules of engagement
Work closely with technical support, product management, and development to address and solve complex issues acting as project manager to proactively facilitate resolution of the case when multiple internal stakeholders are involved
Analyze escalation trends to identify root causes and work cross-functionally to implement proactive solutions
Qualification
Required
Understanding of MeridianLink products
Understanding of the financial industry
Proven ability to effectively manage and resolve customer issues and concerns
Excellent communication (written and verbal) skills
Strong relationship-building skills
Problem-solving skills
Business acumen
Organizational skills
Develop and maintain an in-depth understanding of MeridianLink products and services
Stay informed about product updates, enhancements, and industry trends
Provide customers with expert guidance on utilizing products to its full potential
Stay abreast of industry trends, best practices, relevant regulations, and emerging technologies
Act as a Subject Matter Expert (SME)
Build and nurture strong, positive relationships with key customer stakeholders
Conduct regular check-ins and executive business reviews with customers
Collaborate cross-functionally to ensure a seamless customer experience
Understand client's business goals and needs from a strategic perspective
Identify solutions that will help the customer accomplish their goals
Define, drive, and monitor the steps needed to select the proper solution related to each goal
Effectively manage and prioritize multiple customer accounts simultaneously
Maintain accurate and up-to-date customer records and communication history
Expertly build and maintain reports, presentations, and other communications
Manage and resolve customer escalations promptly and effectively
Work closely with technical support, product management, and development
Analyze escalation trends to identify root causes
Preferred
Experience with Salesforce and Gainsight
Company
MeridianLink
MeridianLink is a digital lending platform that helps financial institutions through a configurable platform.
Founded in 1998
501-1000 employees
Funding
Current Stage
Public CompanyTotal Funding
$570.51M2025-08-11Acquired
2024-09-26Post Ipo Secondary· $0.01M
2024-02-07Post Ipo Secondary· $85.5M
Leadership Team
Larry Katz
Chief Executive Officer
Elias Olmeta
Chief Financial Officer
Recent News
2026-01-15
HousingWire.com
2026-01-09
Orange County Business Journal
2026-01-09
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