Senior Customer Success Manager

Description

Sharetec is looking for a Senior Customer Success Manager to join our team!

At Sharetec, we believe in the talent of our workforce. We have the opportunity to make millions of peoples' lives easier by developing innovative solutions for credit unions and their members to utilize on a daily basis. Our customers rely on us to deliver powerful technology and to be their caring partner.

The Senior Customer Success Manager (Senior CSM) is a strategic partner for our credit union clients, responsible for driving adoption, satisfaction, and long-term value of our core and digital banking solutions. The Senior CSM will serve as the primary relationship owner for a portfolio of high-value accounts, ensuring clients are equipped with the tools, training, and guidance needed to achieve their business outcomes.

This role blends strategic account management, consultative success planning, and enablement advocacy, while helping shape the processes and best practices that scale the Customer Experience function.

This is a full-time, exempt, hybrid-remote position based at our Fort Wayne, IN office (preferred). For the right candidate, fully remote work is also an option. Remote employees must reside in one of the eligible states listed below. The starting salary is $85,000 annually, with eligibility for bonus potential.

As a Senior CSM, Your Key Responsibilities Will Include

Strategic Account Leadership

• Serve as a strategic partner for credit unions, building executive relationships and success plans that drive customer satisfaction and deliver long-term value.
• Partner with clients to understand business goals, KPIs, and ensuring alignment with our solutions.
• Proactively identify opportunities for optimization, expansion, and advanced enablement services.
  
  

Customer Advocacy & Experience

• Lead quarterly business reviews (QBRs) for top accounts, highlighting ROI, adoption, and roadmap alignment.
• Partner with internal teams (Product, PS, Support) to ensure client needs and feedback are captured and acted upon.
• Drive continuous improvement of the customer journey, leveraging data insights and cNPS feedback.
  
  

Operational Execution

• Collaborate with the Director to establish scorecards, utilization baselines, and KPIs for assigned accounts and the broader CS team.
• Document and share best practices, success stories, and playbooks to scale across the organization.
• Leverage Salesforce, TaskRay, and other CS tools for accurate account tracking, health scoring, and engagement planning.
• Contribute to cross-functional initiatives that advance the maturity of the Customer Experience department.
  
  

Qualified Candidates Should Have

• 3+ years of experience in Customer Success, Account Management, or related client-facing roles within SaaS, fintech, or financial services.
• Proven track record of managing strategic accounts and driving measurable business outcomes.
• Strong understanding of credit union or banking operations preferred.
• Demonstrated ability to build executive relationships and deliver consultative recommendations.
• Proficiency with Salesforce (or equivalent CRM/CS platform) and comfort with data-driven decision making.
• Excellent communication, facilitation, and presentation skills.
• A collaborative, proactive mindset with the ability to thrive in a fast-paced, evolving environment.
  
  

Who Will Love This Job

• Someone who thrives on building trusted, long-term partnerships with clients and serving as their strategic advisor
• Someone who enjoys helping customers adopt technology and achieve measurable business outcomes
• Someone who loves digging into client goals, data, and KPIs to uncover opportunities for growth and optimization
• Someone who is energized by collaborating cross-functionally to improve the customer journey and advocate for client needs
• Someone who wants to play a key role in shaping processes and best practices as part of a growing Customer Experience team
• Someone who is excited by the opportunity to deliver powerful solutions that support credit unions and their members across the U.S.
  
  

Why Sharetec

Acquired by Evergreen Financial Services Group (EFTG) in late 2020, Sharetec is now marching towards rapid growth and expansion into new markets. We are a team of highly focused and dedicated individuals who stop at nothing to achieve success no matter how great or small the challenge. As a core and digital software provider for credit unions, Sharetec empowers clients with modern tools for member services, lending, and an enhanced member experience.

At Sharetec, we believe in taking care of our people - both professionally and personally. Our comprehensive benefits package includes competitive salaries, medical, dental, vision, life, and disability coverage, generous Paid Time Off (PTO), paid holidays (including your birthday off!), a $1,000 employee referral program, and a 401(k) with company matching.

We are a team of bold, powerful, and caring individuals who work closely together - whether in a hybrid setting or fully remote. We stay connected through virtual events like mixology classes, escape rooms, and trivia nights, as well as quarterly all-hands meetings that keep us aligned and engaged. At Sharetec, you’ll find not just great benefits, but incredible people who lift each other up, challenge each other to grow, and make work meaningful—and fun—every day.

Sharetec is an equal opportunity employer.

REMOTE CANDIDATES: This position is open to candidates residing in the following states: Alabama, Arizona, Colorado, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nevada, New Hampshire, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, West Virginia, and Wisconsin. We cannot consider candidates who reside in other states at this time.