Customer Success Manager

Customer Success Manager

onPhase | Full-Time

Why This Role

onPhase helps customers unlock working capital and accelerate growth through our platform that unifies finance and operations. We're looking for a Customer Success Manager to own the post-sale journey for our customers, from pre-implementation through renewal.

You'll make sure customers realize the full value of what they bought: guiding them through go-live and early adoption, tracking account health, quantifying the business outcomes they achieve, and spotting growth opportunities along the way. If you're a relationship builder with a value-realization mindset and experience supporting finance teams in B2B SaaS, we want to talk to you.

What You'll Do

• Own the post-sale relationship. Guide customers through pre-implementation, go-live, and early adoption for a smooth transition into ongoing success.
• Uncover what matters. Lead investigative conversations with customer stakeholders to understand goals, challenges, and growth opportunities, then build success plans that deliver measurable outcomes and revisit them regularly with stakeholders to keep strategy on track.
• Monitor account health. Track utilization trends, CSAT/NPS, qualitative feedback, and operational data to surface insights, recommend configuration or process optimizations, and identify success stories worth celebrating.
• Prove the value. Quantify and communicate the business value customers realize from onPhase, and cultivate referenceable customers.
• Get ahead of risk. Surface risks early and lead “Get to Green” plans with clear actions, owners, and success metrics.
• Collaborate cross-functionally. Partner with Support, Services, Product, Sales, and State/Partner teams to accelerate issue resolution and protect customer outcomes.
• Forecast with confidence. Maintain accurate health and risk forecasts that inform renewal readiness, and partner with Account Management to support renewals and protect long-term relationships.
• Co-lead Impact Reviews. Work with Account Managers to communicate business outcomes, product value, and forward-looking initiatives.
• Spot expansion opportunities. Identify growth through investigative discovery and usage insights, surface them to Sales, and give Account Managers the insight to build value-based expansion cases.
• Be the voice of the customer. Bring feedback, insights, and patterns back to internal teams to drive product improvements and inform strategic decisions.

What You Bring

• 3+ years of experience in customer success, account management, or a similar customer-facing role in B2B SaaS
• Experience supporting Office of Finance customers (AP, AR, ERP, or financial software)
• A track record of driving measurable business value and translating product capabilities into business impact
• Proven success partnering across Sales, Implementation, Services, Product, and Support to drive customer outcomes
• Experience interpreting customer health signals (usage data, CSAT/NPS, and qualitative feedback) to identify risk and opportunity
• Strong communication and interpersonal skills, with the ability to build rapport and trust with senior stakeholders
• Strong problem-solving and conflict-resolution skills, with a high level of organization and attention to detail
• Ability to work independently and collaboratively in a fast-paced environment
• Hands-on experience with Salesforce or a similar CRM
• Nice to have: a bachelor's degree in business or a related field, and experience in both high-growth technology companies and more structured, enterprise-level organizations

The Mindset

• A passion for delivering exceptional customer experiences
• A consultative, customer-centric approach focused on long-term outcomes over short-term wins
• Adaptability to changing priorities and a willingness to embrace new challenges
• The ability to navigate ambiguity with structured thinking, clear prioritization, and outcome-driven decisions

Travel

This role requires up to 15% travel for on-site customer visits and in-person collaboration at our corporate office in St. Petersburg, FL.

Why onPhase

• Own the full post-sale journey at a company that's leading the way in AP/AR automation
• Tie your work to real, measurable customer outcomes and the ROI story behind them
• Work hand in hand with Sales, Account Management, Implementation, Services, and Product, so you're never driving success alone
• Be the voice of the customer with a real say in product improvements and strategic decisions

Ready to turn customer outcomes into long-term partnerships? Apply today to join onPhase as our next Customer Success Manager.

Equal Opportunity

onPhase is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.