Customer Success Manager

About Quadient

Quadient empowers businesses of various sizes to achieve digital transformation and operational efficiency through secure, reliable, and sustainable automation solutions.

Our innovative progress and business expansion are driven by the meaningful connections our diverse teams build daily with clients and among themselves. These relationships foster an exceptional environment to grow professionally, develop skills, and make a meaningful impact by supporting a forward-thinking business that enables secure, sustainable interactions across digital and physical platforms.

Role Overview

We are seeking a Customer Success Manager to steward long-term relationships with our valued customers. Your expertise will focus on the Quadient Accounts Payable by Beanworks solution, ensuring customers derive substantial value through effective adoption, leading to retention and expansion. You will nurture strong customer partnerships, anticipate needs, uncover upsell opportunities, and work cross-functionally to elevate satisfaction, drive product engagement, and secure renewals.

Key Responsibilities

• Lead renewal negotiations to achieve long-term customer agreements.
• Develop and sustain meaningful, value-driven relationships with customers.
• Accelerate time-to-value for new clients and foster product adoption.
• Collaborate with support and engineering teams to resolve customer challenges promptly.
• Manage the growth of products and services within existing accounts.
• Champion ongoing internal projects aimed at continuous improvement.
• Identify opportunities for upselling and account expansion.
• Analyze customer health and usage data to detect risks and new prospects.
• Act as a strategic advisor guiding customers toward achieving their objectives.

Qualifications

• Bachelor's degree, preferably in technology, business administration, or finance.
• 1-2 years’ experience in customer success, account management, or implementation roles.
• Experience in SaaS or startup environments is advantageous.
• Basic understanding of accounting principles.
• Strong passion for engaging with customers.
• Excellent organizational and planning capabilities.
• Outstanding written and verbal communication skills, including maintaining composure under pressure.
• Interpersonal skills to build trust and rapport with customers and colleagues with integrity.
• Effective listening skills to comprehend deeper customer needs.
• Critical thinking to resolve complex situations successfully.
• Ability to discuss technical topics and explain them clearly to non-technical stakeholders without being a developer.

Additional Preferred Skills

• Experience using accounting software such as Sage Intacct, Netsuite, or Quickbooks.
• Understanding of software development cycles and fundamental troubleshooting techniques.
• Familiarity with support tools like Freshdesk and CRM platforms like Salesforce.
• CPA designation is a plus.

Additional Information

This opportunity is for a current vacant position. AI-powered tools assist in application screening, but all hiring decisions involve human review.

Rewards & Benefits

• Flexible work setup combining remote and office environments to support work-life balance.
• Access to global growth opportunities via a 24/7 online learning platform.
• Participation in inclusive communities and company philanthropy programs.
• Comprehensive total rewards package covering wellness, work-life balance, and an attractive referral program.
• Employee assistance program offering mental health support.

Work Culture

Quadient embraces a Smart Work philosophy promoting collaboration, innovation, and flexibility tailored to job requirements. Whether remote, hybrid, or onsite, the work environment fosters productivity and engagement. Our culture values empowerment, passion, inspiration, and community, welcoming diverse perspectives and nurturing a connected, respectful workplace.

Equal Opportunity Statement

Quadient is committed to equal employment opportunities without discrimination based on race, color, religion, sex, national origin, age, disability, veteran status, genetic information, citizenship, or any other legally protected characteristic.