Customer Success Manager

Description

As the Customer Success Manager, Adra, you will hold dual mandate: leading Trintech's customer advocacy and reference programs while serving as the dedicated Customer Success point of contact for a portfolio of Adra customers. This role cultivates and mobilizes a pool of customer references, facilitates customer forums and community engagement for Enterprise and Adra, and drives adoption, retention, and growth within your Adra account portfolio. You will partner cross-functionally with other Customer Success Managers, Professional Services, Support, Product, and Sales teams to ensure seamless experience for both customers and internal stakeholders.

Primary Responsibilities

Customer Advocacy & Reference Programs

• Cultivate and maintain an ongoing pool of customer references by partnering with Customer Success, Professional Services, Support, and Sales teams.
• Review and fulfill sales reference requests by matching prospects with appropriate customer advocates and coordinating logistics for successful engagements.
• Prepare customers for reference calls to ensure they understand expectations and feel confident sharing their experience with Trintech solutions.
• Maintain and manage the customer reference tracking system and associated program assets.
• Coordinate recognition or rewards for customers participating in reference activities.
• Plan, organize, and facilitate customer forums and engagement sessions that encourage collaboration and knowledge sharing among customers.
• Partner with Customer Success and Product teams to identify relevant topics that strengthen customer community engagement.
• Educate internal teams on the customer reference process and assist sales representatives in identifying and requesting references.
• Track program metrics including reference activity, engagement participation, and program outcomes.
• Produce standard monthly reports and ad-hoc reports summarizing advocacy and reference activity and insights for internal stakeholders.
• Identify opportunities to automate processes and improve operational efficiency across advocacy and reference programs.

Adra Customer Success

• Serve as the primary point of contact and strategic partner for a portfolio of Adra customers.
• Understand customer business objectives and help them achieve those goals through adoption and optimal use of Adra products.
• Lead planning and execution of Adra client initiatives, including application upgrades, roadmap alignment, and product release readiness.
• Cultivate trusted advisor relationships with customer stakeholders, ensuring alignment with customer needs and Trintech's capabilities.
• Identify, mitigate, and manage account risk within the Adra portfolio; create and implement account plans to prevent churn and drive success.
• Proactively identify and pursue expansion opportunities within Adra accounts and collaborate with Sales on upsell and cross-sell strategies.
• Deliver business reviews and performance reporting to Adra customer stakeholders.
• Represent the customer voice internally and collaborate with Product Management, Engineering, Support, Marketing, and Sales teams on behalf of the Adra customer base.
• Champion customer advocacy within the Adra portfolio through references, testimonials, and participation in customer programs, in direct partnership with the advocacy responsibilities above.
• Contribute to the evolution and implementation of Customer Success best practices, programs, and tools for Adra customers.
• Perform other duties as assigned.

Required Knowledge / Skills / Abilities

• Ability to collaborate effectively with cross-functional and matrixed teams.
• Strong customer-first mindset and relationship-building skills.
• Ability to manage multiple priorities with strong attention to detail.
• Excellent organizational and project management skills.
• Strong written and verbal communication skills, with the ability to present to customer stakeholders.
• Ability to facilitate customer discussions and engagement forums.
• Strong problem-solving and process improvement capabilities.
• Ability to work independently and as part of a geographically dispersed team.
• Ability to learn new technologies, including the Adra product suite, and apply them to customer needs.
• Strategic thinker with the ability to identify and mitigate account risk.
• Maintain awareness of industry trends, developments, and best practices.

Education / Experience

• Bachelor's degree or equivalent industry experience in Marketing, Communications, Business Administration, or a related field.
• 2+ years of experience in customer advocacy, customer engagement programs, customer success, or a related discipline.
• Experience supporting or managing customer reference programs or similar engagement initiatives.
• Experience managing a customer portfolio, driving product adoption, and supporting retention and growth, ideally in a SaaS environment.
• Understanding of the customer journey and sales process.
• Demonstrated program or project management experience.
• Experience working with Salesforce or similar CRM platforms; experience with Customer Success platforms (e.g., Gainsight, Totango) is preferred.
• Familiarity with the Adra product suite preferred.

Work Environment

At Trintech, we offer a flexible work environment that includes both remote and corporate settings. Our inclusive and collaborative culture, supported by advanced technology, ensures seamless communication and productivity. This position is a hybrid role working both from the corporate office and from your home office.

What We Offer

• Open paid time off
• Hybrid schedule
• Comprehensive healthcare and wellness programs
• 100% company-paid volunteer time
• 401k with a company match
• Pet Insurance
• Tuition/Continuing Education reimbursement program

At our core, Trintechers stand committed to fostering a culture rooted in our core values – Humble, Empowered, Reliable, and Open. Together, these values guide our actions, define our identity, and inspire us to continuously strive for excellence in everything we do.

Should you require (or need) accommodations throughout any stage of the recruitment process, please provide your requirements to [email protected] and we will work with you to accommodate your needs.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Trintech Inc., is a participant in the federal E-Verify program. This program allows employers to confirm the eligibility of their employees to work in the United States through an electronic verification process".

As required by law, we will verify the identity and employment eligibility of all persons hired to work at Trintech. For more information about E-Verify, including your rights and responsibilities, please visit www.e-verify.gov

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.