Prelim is hiring a Customer Success Associate (Customer Success Manager) to support a growing portfolio of live banking clients. You'll manage relationships with financial institutions, ensuring they successfully use the platform while driving retention, expansion, and satisfaction. This is a hands-on role requiring crisis management, contract renewals, and serving as the voice of the customer internally.

What You'll Do

Manage a portfolio of live banking clients, conducting regular check-ins and maintaining strong relationships with stakeholders from operations staff to executives
Handle support escalations and troubleshoot platform issues, often jumping on calls to resolve urgent problems in real-time
Lead contract renewal negotiations and identify upsell opportunities, working with sales to expand existing accounts
Coordinate with product and engineering teams to advocate for customer feature requests and bug fixes
Train bank employees on platform usage and best practices during and after implementation
Manage support ticket flow and ensure timely resolution of customer issues
Plan and execute customer events, including annual summits and user conferences
Step in to support implementations during resource crunches, helping with configuration and project management
Create and maintain release notes, keeping customers informed of platform updates
Navigate difficult customer relationships and de-escalate tense situations while protecting the team

What We're Looking For

Exceptional relationship-building skills with the ability to manage multiple stakeholders
Strong problem-solving abilities and technical aptitude to troubleshoot platform issues
Grace under pressure, staying calm when dealing with frustrated customers and urgent escalations
Excellent written and verbal communication skills
Ability to juggle multiple priorities and context-switch throughout the day
Proactive mindset, identifying and addressing issues before they become problems
Genuine care for customer success and willingness to go above and beyond

Nice to Have

Experience in financial services, banking, or fintech
Background in B2B SaaS customer success or account management
Technical skills to understand platform functionality and integrations
Experience with contract negotiations and renewals

Team & Environment

You'll join a small but mighty Customer Success team at a remote-first company experiencing explosive growth, doubling revenue year-over-year while maintaining profitability. It's a dynamic environment where you'll need to be comfortable with ambiguity and rapid change. This is an opportunity to make a real impact, grow your career quickly, and help democratize access to banking services. The company promotes from within and invests in people's development.