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

Overview

Locations: US Remote, United States of America

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

Capital One Software has been an integral part of Capital One’s digital transformation journey, building a technology startup in a complex, regulated financial services industry. Capital One built a large engineering organization, moved to the cloud, re-architected applications, built data platforms, and scaled machine learning for financial services customers via Capital One Eno.

Capital One is a leader in technology-based solutions thanks to our AI/ML capabilities. We launched Cloud Custodian and Hygieia with other digital leaders (e.g., MSFT). We scaled internal solutions to solve data transformation challenges. Capital One Software is exploring how its data warehouse optimization, cost insights, and governance solutions benefit cloud-native companies.

Capital One Software is expanding its Customer Success team to improve onboarding, product adoption, and drive customer’s strategic goals. Customer Success Managers (CSMs) must be able to identify customer pain points and desired outcomes and translate them into Capital One Software solutions. You are able to help customers align technical and business outcomes and eliminate ambiguity in a growing software business. Seeking individuals with bold ideas, entrepreneurial in nature and those who enjoy building a startup. We require individuals who can implement internal and external solutions at scale with little to no managerial oversight.

Key responsibilities include:

• Cultivates trust and builds relationships with customers by identifying, documenting, and measuring pain points and desired business outcomes

• Creates Customer Success plans and leads periodic business reviews and check-ins with customers to ensure business success and to align on ways to drive more value

• Effectively advocates and represents the voice of customers to influence organizational objectives, product roadmaps and to improve the overall customer experience

• Manages customer activity, identifies risk and growth opportunities, and partners with internal teams to mitigate risks or close opportunities

• Delivers business reports providing qualitative / quantitative metrics for customers 

• Manages key processes including FAQs, support case reviews, and feedback analysis

• Serves as a knowledge resource and escalation point for coworkers and customers

• Autonomously works through complex situations and ambiguous environments by building mechanisms and solutions to close gaps and grow the business

• Leads cross-functionally to achieve organizational objectives, including the attainment of targets for customer satisfaction, service delivery, adoption, and renewal 

• Leads high customer satisfaction through the use of data and proactive solutions

• Productively challenges the status quo with clarity, a different approach and solutions

• Leads business strategy, including problem-solving and operational procedures

Basic Qualifications:

• Bachelor's Degree or military experience

• At least 5 years of experience in a customer-facing role

• At least 4 years of experience working with cross-functional teams

• At least 4 years of experience with cloud services (AWS, GCP, Azure), data clouds (Snowflake, Databricks), or data manipulation languages (SQL)

Preferred qualifications

• Master’s degree in business, business management or other related field.

• 5+ years experience developing, marketing, selling, or supporting a client-facing technical product or service at scale.

• 2+ years experience working with senior and executive level customer contacts.

• Strong written and oral communication skills.

• Demonstrable analytical thinking & business insight.

• Demonstrated ability for relationship building and management.

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Remote (Regardless of Location): $168,700 - $192,600 for Senior Manager, B2B Customer Success

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. 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 (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).