About the Company:
Instnt makes AI for fraud loss insurance for businesses. We help digital businesses, banks, credit unions, and fintechs improve margins and growth by eliminating fraud loss while accepting more good customers. Our patented AI technology underwrites and reduces fraud losses in real-time so businesses can shift the losses off their balance-sheets and free up tier-1 capital reserves.
Overview:
Instnt is seeking a Customer Success Manager to help define and grow Instnt’s Customer Success function while building, retaining and growing our customer base. Reporting into the Vice President of Sales, the Customer Success Manager supports Instnt’s customers as they transition into active users of our product. The Customer Success Manager builds long-term client relationships ensuring they are optimizing Instnt’s product to receive the highest ROI.
Location: Hybrid-NYC (onsite 2-3 days a week)
What you will do:
- Help customers achieve their business objectives through strategic customer engagement.
- Perform new customer onboarding and encourage ongoing engagement throughout the customer lifetime.
- Work closely with key stakeholders in product and sales to ensure customers’ needs are prioritized and met.
- Implement internal policies and procedures that establish a high level of quality customer service.
- Develop best practices, processes, retention and growth targets.
- Serve as the primary point of contact for customers, addressing questions, resolving issues and acting as a product subject matter expert.
- Manage Instnt’s ticketing system, ensuring follow-through and resolution.
- Identify and escalate key customer product related requirements and manage customer expectations on an ongoing basis.
- Update CRM and billing system records for customer accounts and opportunities.
- Proactively support customers, suggesting innovative ways to use Instnt’s product.
- Plan and prioritize customer issues and requests, finding solutions in a timely manner.
- Educate customers on the use and benefits of Instnt’s product.
- Work closely with sales, engineering, and billing to ensure an exceptional customer experience.
- Capture customer feedback and communicate back to product.
- Manage customer account retention and renewal.
- Perform periodic customer success reviews to ensure satisfaction.
What you need:
- Minimum of 3 years of prior Customer Success experience in B2B SaaS environment
- Bachelor’s Degree
- Consultative mindset
- Strong technical acumen
- Ability to interpret operational dashboards and alarms for troubleshooting and proactive identification of customer issues
- Experience working with CRM and ticketing systems (i.e. Salesforce, Hubspot, and Zendesk)
- Understand the Instnt business model and have experience delivering and implementing solutions for customers
- High energy and self-starter
- High customer and service orientation
- Excellent communication and analytical skills
- Ability to provide step-by-step technical help, both written and verbal
- Experience working in a start-up organization is preferred but not required
- Teamwork skills with a problem-solving attitude
Why Join Instnt?
- Join an experienced founding team (former founders of Socure) tackling a multi-billion-dollar problem in fraud and identity
- Make a significant impact on product, people, and growth strategy
- Competitive salary, equity, and comprehensive benefits
- Hybrid-flexible work culture with a preference for NYC-based candidates
We are an equal opportunity employer. M/F/H/V
