**Experienced Manager, B2B Customer Success - Capital One Software - (Remote)**

At Capital One, we're building a leading information-based technology company that's pushing the boundaries of innovation and customer experience. As a pioneer in the industry, we've developed and offered mass customization and personalization of credit card products, and we continue to disrupt the technology market with our cutting-edge software tools. Our passion for innovation, combined with our commitment to customer satisfaction, has made us a nationally recognized brand that's synonymous with excellence. We're seeking a highly motivated and customer-centric individual to join our Customer Success Team as a Customer Success Manager (CSM). As a key member of our team, you'll play a vital role in cultivating trust and building relationships with business customers, helping them achieve their desired business outcomes, and driving more value together. If you're entrepreneurial by nature, comfortable working with diverse cross-functional teams, and talented at helping customers align technical and business outcomes, we want to hear from you. **Key Responsibilities:** * Cultivate trust and build relationships with business customers, understanding their needs and goals. * Help customers identify, document, measure, and achieve their desired business outcomes, providing guidance and support throughout the process. * Create Customer Success plans and conduct periodic business reviews and check-ins with customers to ensure business success and align on ways to drive more value together. * Effectively advocate and represent the voice of business customers to influence organizational objectives, product roadmaps, and the overall customer experience. * Manage customer activity, identifying risk and growth opportunities, and partnering with internal teams to mitigate risks or close opportunities. * Deliver regular business reports that provide qualitative and quantitative descriptions of business performance, highlighting areas for improvement and opportunities for growth. * Manage key processes, including FAQ analysis, support case reviews, and customer feedback analysis, to ensure seamless customer experience. * Develop and maintain technical support procedures and policies, serving as a knowledge resource and escalation point for coworkers and customers. * Build credibility and trust within the team and with our business customers and stakeholders, fostering a culture of collaboration and innovation. **Essential Qualifications:** * Bachelor's Degree or military experience, with a strong foundation in business, technology, or a related field. * At least 3 years of experience in a customer-facing role in an organizational or entrepreneurial context, with a proven track record of success. * At least 2 years of experience working with cross-functional teams, including sales, marketing, and product development. **Preferred Qualifications:** * Master's degree in business, business management, or a related field, with a strong understanding of customer success strategies and tactics. * 5 years of experience developing, marketing, selling, or supporting a client-facing technical product or service at scale, with a proven ability to drive growth and revenue. * 2 years of experience working with senior and executive-level customer contacts, with a strong understanding of their needs and goals. * Strong written and oral communication skills, with the ability to articulate complex technical concepts to non-technical stakeholders. * Demonstrable analytical thinking and business insight, with the ability to analyze data and drive business decisions. * Demonstrated ability for relationship building and management, with a strong network of contacts and a proven ability to build trust and credibility. **Skills and Competencies:** * Strong customer-centric mindset, with a focus on delivering exceptional customer experiences. * Excellent communication and interpersonal skills, with the ability to build relationships and collaborate with diverse stakeholders. * Strong analytical and problem-solving skills, with the ability to analyze data and drive business decisions. * Proven ability to work in a fast-paced, dynamic environment, with a strong sense of adaptability and flexibility. * Strong technical skills, with a strong understanding of software development, data analytics, and customer success strategies. * Ability to work independently and as part of a team, with a strong sense of accountability and ownership. **Career Growth Opportunities and Learning Benefits:** * Opportunities for professional growth and development, with a focus on building skills and competencies in customer success, software development, and data analytics. * Access to cutting-edge training and development programs, including online courses, workshops, and conferences. * Collaborative and dynamic work environment, with a focus on innovation, creativity, and experimentation. * Opportunities to work with senior leaders and executives, with a focus on building relationships and driving business outcomes. * Recognition and rewards for outstanding performance, with a focus on celebrating individual and team achievements. **Work Environment and Company Culture:** * Remote work environment, with a focus on flexibility and work-life balance. * Collaborative and dynamic work environment, with a focus on innovation, creativity, and experimentation. * Strong company culture, with a focus on diversity, equity, and inclusion. * Opportunities for social responsibility and community engagement, with a focus on giving back to the community. * Recognition and rewards for outstanding performance, with a focus on celebrating individual and team achievements. **Compensation, Perks, and Benefits:** * Competitive salary, with a focus on recognizing individual and team achievements. * Performance-based incentive compensation, with a focus on driving business outcomes and growth. * Comprehensive benefits package, including health, financial, and other benefits that support your total well-being. * Opportunities for professional growth and development, with a focus on building skills and competencies in customer success, software development, and data analytics. * Access to cutting-edge training and development programs, including online courses, workshops, and conferences. * Collaborative and dynamic work environment, with a focus on innovation, creativity, and experimentation. **Conclusion:** If you're a highly motivated and customer-centric individual who is passionate about delivering exceptional customer experiences, we want to hear from you. As a Customer Success Manager at Capital One, you'll have the opportunity to work with a talented team of professionals, drive business outcomes and growth, and build a career that's synonymous with excellence. Apply now and join our team of innovators and disruptors who are changing the face of the technology industry. Apply for this job