Senior Customer Success Manager

Job Description:

About us:

Branch is on a mission to empower workers with financial freedom. We do this by helping companies accelerate payments and providing working Americans with accessible, free financial services. We’re committed to building and delivering more inclusive, transparent, and frictionless financial products.

Our goal of empowerment extends to our own employees, too. Have a great idea? Share it today and it might just get implemented tomorrow. As a member of our team, your voice and creativity matter—and they can directly impact our products, company, and culture.

We not only focus on attracting great talent from across the country, but also on building teams that help that talent thrive. That means valuing a diversity of opinions and working styles, while creating a shared belief in innovation, initiative, and winning together.

Come join our team as we develop new ways to improve the lives of working Americans.

About the role:

As a Strategic Program Manager at Branch, you will lead and deliver on strategic internal initiatives, manage onboarding and ongoing operational initiatives for some of our most strategic customers and partners. You will act as the subject matter expert of the relationship, be the go-to technical advisor for customers, and collaborate with various stakeholders to deliver world-class solutions and experiences. The right candidate will have experience leading enterprise-level engagements, managing the work of cross-functional project teams, and solving a variety of complex technical and operational problems.

Responsibilities include, but are not limited to:

• Client Relationship Management for Design Partners: Lead the client-facing aspects of product launches for design partners. Act as the customer’s primary point of contact, serve as project manager, fostering collaboration between clients and internal teams to bring new features or products to market.
• Project Management for Partner Integrations: Oversee the technical and operational aspects of partner integrations, ensuring smooth and timely project execution, and support the enablement of internal teams in collaboration with the Partner Management team.
• SOW Approval: Responsible for the sign-off of custom SOWs created for integration customers. Consult with Solution Engineering on all new Statements of Work,
• Liaison Between Product and Customer Success Teams: Serve as the bridge between Customer Success and Product teams. Ensure that Customer Success is equipped with the necessary training, resources, and tools to support new product launches and updates.
• Process Optimization and Enablement: Develop and refine processes for onboarding, customer feedback loops, and internal playbooks, enhancing scalability and efficiency across the team.
• Manage the overall project charter, collaborating with various stakeholders from Sales, Account Management, Marketing, Product, Engineering, Success, Risk, and Support to deliver world class solutions and experiences.
• Maintain highly organized and comprehensive internal and external documentation.
• Provide regular project updates to key stakeholders and executive management.
• Participate in relevant client-facing meetings with key stakeholders, steering and influencing where necessary.
• Negotiate customer requests while balancing needs with system capabilities, business impact, resources, and timelines.
• Engage with technical stakeholders to solution, document, test, and deploy various integration workflows and configurations.
• Accountable to revenue attainment on new logo bookings through user and product adoption

 Qualifications (Must have):

• 5-10 years of experience in enterprise project management, leading complex, cross-functional projects.
• Proficient in implementation best practices with demonstrated ability to create and deliver repeatable processes that drive improvements for KPIs such as time to launch, on-time delivery, revenue attainment, etc.
• Strong verbal communication and interpersonal skills, with the ability to communicate effectively with both technical and non-technical stakeholders.
• Highly detailed in internal and external documentation, with a focus on maintaining accurate and comprehensive records.
• Detail-oriented with the ability to think strategically and anticipate potential issues and risks.
• Proven experience in developing and implementing new processes, best practices, and supporting resources to drive repeatability and operational efficiency.
• Ability to solve complex technical and operational problems, with a strong focus on delivering exceptional customer experiences.

Qualifications (Nice to have):

• Experience in designing, testing, and deploying integrated solutions, with a technical understanding of APIs, webhooks, and deployment best practices.
• Financial, FinTech, HR industry experience
• Experience in customer success, account management, or consulting
• Familiarity with various project management tools
• Understanding of data analysis and reporting tools

Compensation:

The salary range for this role is $105-115k.

The salary range displayed reflects an average base salary range for the position across all the US. The base salary offered to an applicant could be higher or lower based on each applicant's specific skill set, depth of experience, relevant education or training, etc. The base salary range listed excludes commission/ bonus/ equity or benefits.

Benefits:

• Remote-first work culture (domestic USA)
• Branch-paid medical, dental, and vision insurance
• Equity
• 401k
• Flexible time off
• Paid company holidays
• Paid parental leave (eligible after 6 months of employment)

Working at Branch

A remote-first company with employees located throughout the U.S., Branch emphasizes transparency, accountability, and trust to create a collaborative environment where our product, engineering, marketing, customer support, customer success, and sales teams can all thrive together. Learn more about what we do in this video!

Our collaborative spirit has helped us become an award-winning fintech company, with Branch’s innovation and workplace recognized across industries. Branch has been honored by Inc., the Webby Awards, Benzinga Fintech Awards, Fintech Breakthrough Awards, Top Workplaces USA, Great Places to Work, and EY Entrepreneur of the Year, Heartland, among others.

Learn more about our culture, approach, technology, and people here: https://www.branchapp.com/about

Branch is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Must be currently authorized to work in the USA without sponsorship or transfer.

No third-parties, please.