Manager, B2B Customer Success -Capital One Software (Remote Eligible)
Capital One has taken a bold journey to build a technology company while operating in a complex, highly regulated business. We have built out a large engineering organization, moved to the cloud, re-architected our applications and data platforms, and embraced machine learning at scale.
Our AI/ML capabilities are now at the forefront of what’s possible in banking. (e.g., Eno).
As we uncovered new challenges along the way, we built and battle tested new capabilities to meet those needs. We’ve open sourced several of the software tools we built (e.g., Cloud Custodian, Hygieia) and forged new partnerships with other digital leaders (e.g., MSFT).
Through this journey, we’ve developed a suite of internal solutions uniquely designed to meet the challenges of a digital-first, cloud-first business at scale. The Capital One Software team is exploring how these internal solutions across cloud, data, governance, and applications could serve the needs of other companies born or built in the cloud.
We are seeking a customer-centric, energetic, and highly-motivated individual to join our Customer Success Team as a Customer Success Manager (CSM). The Customer Success team will provide an effective model for onboarding, supporting and building valuable relationships with business customers as they adopt our technology products. You are entrepreneurial by nature, completely comfortable working with diverse cross-functional teams, and talented at helping customers align technical and business outcomes. We look for people who obsess over removing friction from the overall customer experience and thrive in an entrepreneurial environment driven by bold ideas, collaboration and creativity.
Key responsibilities include
Cultivating trust and building relationships with business customers.
Helping customers identify, document, measure, and achieve their desired business outcomes.
Creating Customer Success plans and conducting periodic business reviews and check-ins with customers to ensure business success and to align on ways to drive more value together
Effectively advocating and representing the voice of business customers to influence organizational objectives, product roadmaps and the overall customer experience.
Managing customer activity, identifying risk and growth opportunities, and partnering with internal teams to mitigate risks or close opportunities.
Delivering regular business reports that provide qualitative and quantitative descriptions of business performance.
Managing key processes including FAQ analysis, support case reviews, and customer feedback analysis.
Developing and maintaining technical support procedures and policies.
Serving as a knowledge resource and escalation point for coworkers and customers.
Building credibility and trust within the team and with our business customers and stakeholders.
Working together with a team of Customer Success Engineers and Customer Success Managers to achieve organizational objectives including the attainment of targets for customer satisfaction, service delivery, adoption, and renewal.
Capital One is open to hiring a Remote Employee for this opportunity.
Basic qualifications
Bachelor’s Degree or military experience
At least 3 years experience in a customer-facing role in an organizational or entrepreneurial context
At least 2 years experience working with cross-functional teams
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.
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, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, 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 [email protected]. 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 [email protected]
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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).