Customer Success Manager

Job Overview

The Customer Success Manager will own strategic customer engagement and retention activities, support early adoption and ongoing product usage, identify churn and growth signals, manage scaled customer-success motions, and represent customer feedback across Melio’s internal teams.

Key Responsibilities

• Own strategic actions associated with customer engagement and retention.
• Build meaningful relationships with assigned customers.
• Develop a detailed understanding of customer business needs to support retention and platform value.
• Guide customers through early product adoption.
• Proactively support customers as they progress through lifecycle stages.
• Educate customers on relevant best practices.
• Remove friction and help accelerate time-to-value.
• Evaluate customer health signals and feedback throughout the customer lifecycle.
• Identify potential churn risks and customer-growth opportunities.
• Use established sales methodologies to guide strategic customer conversations.
• Conduct effective customer discovery and influence outcomes that support both customer and business objectives.
• Share ownership of one-to-many customer-success activities such as webinars when required.
• Collaborate with other Melio teams to ensure customer feedback is communicated in a clear and actionable format.
• Help ensure customers receive appropriate support throughout their relationship with Melio.
• Evaluate Customer Success processes and procedures and recommend improvements.
• Help align Customer Success processes with customer and business objectives.
• Use internal tools including Salesforce, Tableau, Outreach, and Gong to support communication and impact measurement.

Required Qualifications

• 3+ years of experience in Customer Success, Account Management, Sales, or another client-facing role.
• 1+ year of experience using a CRM software system.
• Experience working within a scaled Customer Success environment.
• Experience using scalable customer-success motions at important points in the customer journey.
• Proven ability to adopt new technologies and teach others how to use them effectively.
• Strong communication skills.
• Strong sales acumen and ability to understand underlying customer needs.
• Ability to help customers identify and realize value from a software platform based on their business needs.
• Analytical and strategic approach to customer success.
• Interest in continuously improving the customer experience.
• Ability to help develop new Customer Success processes and procedures.
• Ability to collaborate across teams on internal and customer-facing initiatives.
• Strong time-management skills.
• Ability to remain flexible as the company and role evolve.
• Interest in building relationships with small-business owners and supporting their success.
• Track record of taking on responsibilities beyond a narrowly defined role.

Preferred Qualifications

• Salesforce experience.
• Previous experience supporting small businesses through Account Management or Customer Success.
• Previous SaaS experience.
• Previous financial technology experience.

Customer Success Focus

• Customer retention
• Customer engagement
• Early adoption
• Lifecycle management
• Churn-risk identification
• Account growth
• Customer health
• Scaled Customer Success
• Customer education
• Customer feedback
• One-to-many engagement
• Small-business relationships

Tools

• Salesforce
• Tableau
• Outreach
• Gong

Customer Portfolio & Strategic Growth

The Customer Success Manager will work with some of Melio’s most valuable customers, supporting the strategic growth and retention of top-tier accounts. The role includes acting as a consultant at key customer milestones, increasing platform usage, and identifying opportunities for expansion.

You will also consolidate customer feedback and present actionable insights to internal stakeholders, including leadership, Product, Voice of the Customer, and Strategy teams.

Eligible Remote Locations

This remote position requires candidates to live in one of the following states:

• Arizona
• Colorado
• Florida
• Georgia
• Illinois
• Michigan
• Minnesota
• New York
• North Carolina
• Texas
• Utah
• Vermont

Candidates outside these states should not assume they are eligible for this particular remote opening.

Compensation

The annual base salary range for this position is $70,000–$85,000 USD.

The employer also states that the position includes an additional bonus component. The amount or structure of that bonus is not specified.

Benefits

• Medical, dental, and vision plans with up to 100% employer-paid coverage.
• FSA and HSA options.
• 401(k) matching.
• Stock options.
• Financial, physical, emotional, social, and community wellness support.
• Vacation time.
• Sick days.
• Paid holidays.
• Parental leave.
• Wedding days.
• Weekly Seamless stipend.
• Professional and personal development opportunities.
• Workshops and mentorship programs.
• Team-building activities.

Work Authorization

Melio participates in E-Verify and states that it will provide the federal government with Form I-9 information to confirm that employees are authorized to work in the United States.

Application Timing

Melio states that applications are accepted on an ongoing basis until the position is filled.