Senior Customer Success Manager
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Job Description
Senior Customer Success Manager at Equifax responsible for managing high-value financial accounts and leading Customer Success teams. Focused on strategic retention, best practices, and customer advocacy.
Responsibilities:
- Own the Flagship Account: Directly manage the entire post-sale lifecycle for a large, high-profile financial institution
- Executive Partnership: Partner with the Account Executive(s) to prepare, lead, and deliver Quarterly Business Reviews (QBRs)
- Drive Adoption and Retention: Proactively manage account health, mitigate churn risk, and identify opportunities
- Client Advocacy: Serve as the ultimate trusted advisor and escalation point for the strategic client
- Team Leader & Mentor: Act as the Subject Matter Expert (SME) for complex solutions and financial regulatory context
- Lead Complex Project Management: Guide CSMs in overseeing post-sale implementation program management
- Best Practice Synthesis: Translate the successful strategies and methodologies used with the high-profile financial client
- Voice of the Customer (VOC) Leadership: Own the coordination of internal Centers of Excellence (COE) teams
- Issue Resolution Strategy: Strategically coordinate and manage the resolution of critical customer issues
Requirements:
- 7+ years of progressive experience in Customer Success, Strategic Account Management, or Management Consulting
- Minimum 2 years of experience specifically working with Tier 1 financial institutions or highly regulated clients
- Demonstrated Team Leadership experience (informal or formal)
- Experience creating and driving structured processes in ambiguous, high-pressure environments
- Bachelor's degree in a related discipline or equivalent professional experience.
Benefits:
- Professional development opportunities
- Global team events
- Competitive salary
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