Customer Success Manager (CSM)

Worth AI is on the lookout for a dedicated Customer Success Representative/Manager who is passionate about helping cWorth AI is on the lookout for a dedicated Customer Success Representative/Manager who is passionate about helping customers achieve their goals using our innovative AI solutions. As part of our dynamic team, you will be instrumental in driving customer satisfaction and long-term success by fostering relationships and ensuring customers gain maximum value from our products.

Your role will involve onboarding and implementations of new clients, understanding their unique needs, and providing tailored support to enhance their experience. You will act as a strategic partner, helping clients navigate our platform effectively and instilling confidence in our technology.

Join us at Worth AI as we reshape the landscape of decision-making powered by AI, and become a key player in our commitment to delivering exceptional customer experiences.

Responsibilities

• Assist & support implementation process for newly acquired clients, ensuring a smooth onboarding experience.
• Onboard new customers and provide hands-on training to ensure they can effectively leverage AI-driven solutions for underwriting, risk assessment, and financial decision-making.
• Conduct customer training sessions and develop support materials to facilitate the adoption of our solutions.
• Build and nurture strong client relationships, serving as a trusted advisor with a solid understanding of financial services, underwriting processes, and regulatory considerations.
• Proactively engage with customers to assess satisfaction, identify challenges related to underwriting or financial workflows, and recommend solutions.
• Proactively engage with customers to assess satisfaction, identify challenges related to underwriting or financial workflows, and recommend solutions.
• Deliver and manage customer service ticket requests, ensuring timely resolution of issues related to underwriting workflows, data integrations, or AI performance.
• Maintain up-to-date client demographic, portfolio, and underwriting-related data within CRM and internal systems.
• Work collaboratively with various internal teams to ensure seamless service delivery and problem resolution.
• Gather customer feedback post-implementation and relay it to the product development team for ongoing enhancements.
• Champion the voice of the customer internally, advocating for customer-centric improvements across FinTech and underwriting use cases.
• Monitor customer success metrics and develop strategies for improvement.

Key Responsibilities & Objectives

• Manage an assigned book of business overseeing all aspects of key accounts & client relationships
• Manage and grow existing client accounts monthly, by initiating contact with clients, identifying their needs and selling appropriate products to meet those needs
• Deliver and manage customer service ticket requests, ensuring timely resolution of issues related to underwriting workflows, data integrations, or AI performance.
• Maintain internal reporting, organization, and ticketing system
• Partner with the Head of Customer Success to identify trends across the book of business, including underwriting performance, risk outcomes, and customer usage patterns.
• Identify ways we can improve internal processes
• Maintain up-to-date client demographic, portfolio, and underwriting-related data within CRM and internal systems
• Other duties as assigned

Requirements

• 3+ years of experience in customer success, account management, or a related field.
• Strong knowledge of AI technologies and their applications in business.
• Excellent communication and relationship-building skills.
• Proven ability to manage multiple projects and clients effectively.
• Strong analytical and problem-solving skills.
• Experience in the software or technology industry is highly desirable.
• Ability to thrive in a fast-paced environment and adapt to changing priorities.
• Proficient in customer relationship management (CRM) tools and software.
• Experience in FinTech, credit and risk industries
• Working understanding of underwriting principles, credit risk, lending workflows, and financial data models.
• Strong knowledge of AI technologies and their applications in financial technology, underwriting, credit decisioning, and risk management.
• Proficiency with CRM platforms such as Monday and Hubspot, ticketing systems such as Linear, and customer success tools.
• Experience in FinTech, credit, underwriting, and risk industries required

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance
• Flexible Vacation
• 9 paid Holidays
• Family Leave
• Work From Home
• Free Food & Snacks (Orlando)
• Wellness Resources