Customer Success Manager

Mountain View, CA, United States

[Full Time] Customer Success Manager at Prodigal (United States) | BEAMSTART Jobs Customer Success Manager Prodigal United States

Date Posted

19 Jun, 2023

Work Location

Mountain View, United States

Salary Offered

Not Specified

Job Type

Full Time

Experience Required

No experience required

Remote Work

No

Stock Options

No

Vacancies

1 available

About Prodigal

We are a fast-growing Bay Area-based startup backed by leading investors like Menlo Ventures , Accel and Y-Combinator. In the past year we grew revenue nearly 10x and continue to build torridly.

Our core product offering helps automate lending operations for financial services firms across the lending value chain. The Prodigal team has deep technical talent today and we believe there is an opportunity to build an iconic vertical software business that will fundamentally impact how the multi-trillion-dollar debt industry is managed. Debt has such a massive impact on consumers and prior to Prodigal, the industry was saddled with painful, low value manual workflows, and poor customer experience- our mission is to humanize the debt repayment process through automation and data.

Each week, we analyze millions of borrower interactions using state-of-the-art natural language processing and speech analytics capabilities to provide dozens of our customers with insights that are actionable and relevant.

We are a young, fast-moving company looking for exceptional folks to work together with.

What will you be doing?

Own the customer journey

Prodigal's collections automation platform is loved by dozens of customers in the accounts receivables industry. Our Customer Success team is a constant guide and advisor to our customers, from conducting pilots, ensuring conversion alongside sales and onboarding them, to planning for their needs and requirements, ensuring widespread adoption & engagement, and enabling them to continuously gain business value from our product. The Customer Success team serves as the trusted point of contact for Prodigal's customers across the customer journey.

As a Customer Success Manager, you will:

Manage the entire customer journey - from onboarding to ongoing usage and relationship management

Understand the customer's motivations, business drivers, current processes and core business outcomes

Discover and solve for the customer stakeholders' stated and unstated business problems

Design and adapt the customer's current processes to Prodigal, to drive business value and adoption

Drive product adoption and ensure an exceptional user experience

Own all matters related to customer accounts, including retention, cross-sell and up-sell opportunities

Bring the voice of the customer to Product

Our core strengths in speech AI uniquely position us to create impact across the lending value chain. Prodigal's current products have already poised us to win in the market, but it is a never-ending process of building and refining products that allow us to better add value to our customers.

As a Customer Success Manager, you will :

Understand the customer's core business problems and directly work with the Product team to be the customer's voice in the room.

Understand the needs of the customer and identify business problems and opportunities that can be solved through Prodigal's product offerings

Act as the voice of the customer for other Prodigal teams, including Product, Sales and Growth

Understand Prodigal's product, value offering and future roadmap, and articulate and adapt these to our customers.

Educate customers on Prodigal usage, best practices and new releases.

Monitor and analyze customers' engagement and adoption metrics.

Streamline and scale for success

Prodigal is lean, agile, and growing fast. As we scale up, our customers will grow and so will their needs and demands.

As a Customer Success manager, you will:

Establish and follow processes to ensure that Customer Success is streamlined and scales smoothly with Prodigal.

Work with Sales, Growth and Product to establish and follow processes for pilots, onboarding, trainings, customer requests, ongoing success and future growth via co-marketing campaigns

Work with cross-functional and cross-geographic teams to ensure customers realize their ROI, improve operations, scope new business opportunities and identify areas for strategic growth

Manage customer expectations in terms of what the product can and cannot achieve

What are we looking for in you?

Passionate about Prodigal and the problem we are solving.

Experience in customer-facing customer success, strategy, growth or consulting roles. B2B SaaS experience preferred

Self-motivated and proactive with innovative ideas to inspire customer loyalty and adoption.

An analytical mind - the company grows rapidly and your ability to use your mind will be important to learn quickly

Proven track record of highly-professional customer service in a fast-paced, dynamic environment.

Strong interpersonal skills and experience building strong relationships. Comfortable with clients, able to strategically partner with customers. Personable and collaborative, able to work across teams and functions.

Highly analytical and data-driven

Thoughtful, curious and a problem-solver.

Willing to intersect working hours with US work hours

From day 1, Prodigal has been defined by talented, humble, and hungry leaders and we want this mindset and culture to continue to blossom from top to bottom in the company. If you have an entrepreneurial spirit and want to work in a fast-paced, intellectually-stimulating environment where you will be pushed to grow, then please reach out because we are looking to build a transformational company that reinvents one of the biggest industries in the US.

Learn more about us at www.prodigaltech.com

About Prodigal Lending Intelligence Software Company Size: 51 - 250 People Year Founded: 2018 Country: United States Company Status: Actively Hiring Looking for Partners Looking for Clients Raising Funds Share This Job

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