Client Success Manager

Job description

<h2><strong>Client Strategy Manager </strong></h2><h3><strong>The Company</strong></h3><p>Pulsate is a leading Mobile Engagement Platform tailored for Financial</p><p style="text-align: start">Institutions.

Our platform enables personalized, real-time, and proactive messaging to customers,</p><p style="text-align: start">ensuring that financial decisions are made with the institution top of mind.

In a nutshell: we build</p><p style="text-align: start">tech that drives personalization and growth for financial institutions.

Backed by industry</p><p style="text-align: start">experts, we have established partnerships with numerous credit unions and community banks</p><p style="text-align: start">across the United States.</p><h3><strong>The Role</strong></h3><p>As a <strong>trusted advisor</strong>, you’ll train customers, build knowledge bases, and drive adoption by ensuring they become <strong>power users</strong> of the platform.

While you don’t need deep engineering skills, you should be <strong>comfortable discussing integrations, data workflows, and reporting</strong> to help customers optimize their setup.</p><p><br>This role requires a strong client strategy expertise and become a <strong>product expert to </strong>ensure customers achieve their <strong>strategic goals</strong> and maximize their use of Pulsate.

You’ll act as a <strong>product expert</strong>, helping customers <strong>onboard to the platform</strong>, integrate <strong>SFTP, APIs, and reporting</strong>, and leverage <strong>data effectively</strong> to drive better outcomes.</p><p><br></p><p>You’ll also <strong>collaborate closely with product, support, and engineering teams</strong>, ensuring customer feedback informs <strong>product improvements and technical solutions</strong>.

Your insights will help shape <strong>feature adoption, integration best practices, and overall customer experience</strong>.</p><hr><h2><strong>What You’ll Do</strong></h2><p>✅ <strong>Customer Enablement & Training</strong></p><ul><li><p><strong>Develop deep expertise in the Pulsate platform</strong> and train customers to become <strong>power users</strong> who can maximize its impact.</p></li><li><p>Guide customers through <strong>platform onboarding</strong>, including <strong>SFTP setup, API integrations, workflows, and reporting</strong>.</p></li><li><p>Provide <strong>strategic guidance</strong> on how customers can best use Pulsate to meet their <strong>business objectives</strong>, with a focus on <strong>reporting, attribution, and conversion insights</strong>.</p></li><li><p>Help financial institutions <strong>interpret conversion metrics</strong>, assess campaign effectiveness, and <strong>optimize engagement strategies</strong> based on data-driven insights.</p></li><li><p>Deliver <strong>webinars, training sessions, and workshops</strong> to drive <strong>adoption, feature usage, and optimization strategies</strong>.</p></li><li><p>Work with customers to <strong>improve reporting accuracy, optimize data flows, and ensure they can measure Pulsate’s impact effectively</strong>.</p></li></ul><p>✅ <strong>Technical Success & Optimization</strong></p><ul><li><p>Work with customers to <strong>optimize their data integration and reporting setup</strong>.</p></li><li><p>Collaborate with customers on <strong>API implementation, automation, and best practices</strong>.</p></li><li><p>Troubleshoot <strong>technical issues</strong> related to data ingestion, workflows, and reporting.</p></li><li><p>Partner with the product and engineering teams to <strong>document common technical challenges and solutions</strong>.</p></li></ul><p>✅ <strong>Scalability & Knowledge Management</strong></p><ul><li><p>Own and maintain <strong>knowledge bases, documentation, and FAQs</strong> to help customers self-serve.</p></li><li><p>Contribute to product documentation and create guides on <strong>best practices, integrations, and reporting</strong>.</p></li><li><p>Work cross-functionally with <strong>customer success, product, and engineering</strong> to ensure customer needs shape product development.</p></li></ul><hr><h2><strong>Who You Are</strong></h2><p>✔ <strong>3+ years’ experience</strong> in <strong>B2B SaaS</strong> Customer Success, Product Success, or Technical Account Management.<br>✔ Strong <strong>technical aptitude</strong>—comfortable working with <strong>APIs, integrations, data workflows, and SFTP</strong>.<br>✔ Experience working with <strong>customer-facing teams and technical stakeholders</strong>.<br>✔ Excellent communicator, able to <strong>explain complex technical concepts to non-technical users</strong>.<br>✔ Proactive problem solver, able to troubleshoot customer challenges and optimize product usage.<br>✔ Experience creating <strong>training materials, documentation, and knowledge bases</strong>.<br>✔ Self-motivated, adaptable, and excited to work in a fast-growing startup.<br>✔ Experience in <strong>fintech or financial services</strong> (preferred but not required).</p><hr><h2><strong>Why Join Pulsate?</strong></h2><p>🚀 <strong>Be a key player</strong> in helping retail banks succeed with cutting-edge technology.<br>🌍 <strong>Remote-first</strong> culture with a collaborative, fast-paced team.<br>📈 <strong>Opportunity to shape</strong> the future of our customer success and product enablement strategy.</p><p>💡 <strong>If you're a customer-driven, technically savvy problem solver who loves making products easier to use, we’d love to hear from you!</strong></p>

Required Skill Profession

Operations Specialties Managers