Manager, B2B Customer Success - Capital One Software - (Remote)

Join the Future of Technology at Capital One Software

At Capital One, we're not just building software – we're revolutionizing the technology landscape. As a pioneer in mass customization and personalization of credit card products, we've been at the forefront of innovation for years. Today, we're a fusion of a high-tech company, a scientific laboratory, and a nationally recognized brand, all driven by a passion that's reminiscent of a small startup. Our software tools are designed to power our own successful digital transformation, and we're now seeking talented individuals to help us take our B2B customer success to the next level.

About the Role

We're looking for a customer-centric, energetic, and highly motivated Manager, B2B Customer Success to join our Partner Success, Data Exchange Platforms team. As a Customer Success Manager (CSM), you'll be at the heart of our customer success strategy, developing and maintaining strong relationships with our business customers, and ensuring they get the most out of our technology products. If you're entrepreneurial, comfortable working with diverse cross-functional teams, and passionate about removing friction from the customer experience, we want to hear from you.

Key Responsibilities

• Cultivate trust and build strong, lasting relationships with business customers, understanding their needs and aligning them with our technology solutions.
• Help customers identify, document, measure, and achieve their desired business outcomes, ensuring they derive maximum value from our products.
• Create tailored Customer Success plans and conduct regular business reviews and check-ins to ensure business success and identify opportunities to drive more value together.
• Effectively advocate for our customers, representing their voice to influence organizational objectives, product roadmaps, and the overall customer experience.
• Manage customer activity, identify risk and growth opportunities, and partner with internal teams to mitigate risks or capitalize on opportunities.
• Deliver regular business reports that provide qualitative and quantitative insights into business performance, helping inform strategic decisions.
• Oversee key processes, including FAQ analysis, support case reviews, and customer feedback analysis, to continually improve the customer experience.
• Develop and maintain technical support procedures and policies, ensuring seamless customer support.
• Serve as a knowledge resource and escalation point for coworkers and customers, providing expert guidance and support.
• Collaborate with a team of Customer Success Engineers and Customer Success Managers to achieve organizational objectives, including customer satisfaction, service delivery, adoption, and renewal targets.

Qualifications and Skills

Basic Qualifications

• Bachelor's Degree or military experience.
• At least 3 years of experience in a customer-facing role in an organizational or entrepreneurial context.
• At least 2 years of experience working with cross-functional teams.

Preferred Qualifications

• Master's degree in business, business management, or a related field.
• 5+ years of experience developing, marketing, selling, or supporting a client-facing technical product or service at scale.
• 2+ years of experience working with senior and executive-level customer contacts.
• Strong written and oral communication skills, with the ability to articulate complex ideas simply.
• Demonstrable analytical thinking and business insight, with the ability to drive data-driven decisions.
• Proven ability for relationship building and management, with a track record of success in customer-facing roles.

What We Offer

At Capital One, we're committed to supporting the total well-being of our employees. Our comprehensive benefits package includes:

• Competitive compensation, with a salary range of $138,500 - $158,000 for this role.
• Performance-based incentive compensation, including cash bonuses and long-term incentives.
• A comprehensive and inclusive set of health, financial, and other benefits that support your physical, mental, and financial well-being.
• Opportunities for career growth and professional development, with a focus on continuous learning and skill-building.
• A dynamic, entrepreneurial work environment that encourages bold ideas, collaboration, and creativity.

Our Culture

At Capital One, we're proud of our culture, which is built on a foundation of diversity, equity, and inclusion. We're committed to creating an environment where everyone feels valued, respected, and empowered to succeed. Our culture is characterized by:

• A passion for innovation and a willingness to challenge the status quo.
• A collaborative, team-oriented approach to work, with a focus on cross-functional collaboration.
• A commitment to continuous learning and skill-building, with opportunities for professional development and growth.
• A culture of inclusivity and respect, where everyone feels welcome and valued.

Why Join Us?

If you're a motivated, customer-centric professional looking to make a real impact in the technology industry, we want to hear from you. As a Manager, B2B Customer Success at Capital One Software, you'll have the opportunity to:

• Drive customer success and growth, with a focus on building strong, lasting relationships.
• Develop and maintain technical expertise, staying up-to-date on the latest industry trends and developments.
• Collaborate with cross-functional teams, including sales, product, and engineering, to drive business outcomes.
• Enjoy a dynamic, entrepreneurial work environment that encourages innovation and creativity.
• Access opportunities for career growth and professional development, with a focus on continuous learning and skill-building.

If you're ready to join a team that's shaping the future of technology, apply now to become our next Manager, B2B Customer Success.

Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, or any other basis prohibited under applicable law.