Senior Customer Success Manager

Position Overview

• Location Type: Not specified
• Job Type: Not specified
• Salary: Not specified

Branch is on a mission to empower workers with financial freedom by helping companies accelerate payments and providing working Americans with accessible, free financial services. We are committed to building and delivering more inclusive, transparent, and frictionless financial products. Our goal of empowerment extends to our employees, valuing their ideas, creativity, and contributions to our products, company, and culture. We strive to build teams that help talent thrive by valuing diverse opinions and working styles, fostering innovation, initiative, and a spirit of winning together. Join us as we develop new ways to improve the lives of working Americans.

About the Role

As a Strategic Program Manager at Branch, you will lead and deliver strategic internal initiatives, manage onboarding and ongoing operational initiatives for strategic customers and partners. You will serve as the subject matter expert and technical advisor for customers, collaborating with various stakeholders to deliver world-class solutions and experiences. The ideal candidate will have experience leading enterprise-level engagements, managing cross-functional project teams, and solving complex technical and operational problems.

Responsibilities

• Client Relationship Management for Design Partners: Lead client-facing aspects of product launches for design partners, acting as the primary point of contact and project manager. Foster collaboration between clients and internal teams to bring new features or products to market.
• Project Management for Partner Integrations: Oversee technical and operational aspects of partner integrations, ensuring smooth and timely project execution. Support the enablement of internal teams in collaboration with the Partner Management team.
• SOW Approval: Responsible for signing off on custom SOWs for integration customers. Consult with Solution Engineering on all new Statements of Work.
• Liaison Between Product and Customer Success Teams: Act as a bridge between Customer Success and Product teams, ensuring Customer Success is equipped with necessary training, resources, and tools for new product launches and updates.
• Process Optimization and Enablement: Develop and refine processes for onboarding, customer feedback loops, and internal playbooks to enhance scalability and efficiency.
• Manage the overall project charter, collaborating with stakeholders from Sales, Account Management, Marketing, Product, Engineering, Success, Risk, and Support.
• Maintain organized and comprehensive internal and external documentation.
• Provide regular project updates to key stakeholders and executive management.
• Participate in client-facing meetings, steering and influencing where necessary.
• Negotiate customer requests while balancing needs with system capabilities, business impact, resources, and timelines.
• Engage with technical stakeholders to solution, document, test, and deploy integration workflows and configurations.
• Accountable for revenue attainment on new logo bookings through user and product adoption.

Qualifications (Must have)

• 5-10 years of experience in enterprise project management, leading complex, cross-functional projects.
• Proficient in implementation best practices with demonstrated ability to create and deliver repeatable processes that drive improvements in KPIs such as time to launch, on-time delivery, and revenue attainment.