Customer Success Manager

About Prodigal

We are a fast-growing Bay Area-based startup backed by leading investors like Menlo Ventures , Accel and Y-Combinator. In the past year we grew revenue nearly 10x and continue to build rapidly.

Our core product offering helps automate lending operations for financial services firms across the lending value chain. The Prodigal team has deep technical talent today and we believe there is an opportunity to build an iconic vertical software business that will fundamentally impact how the multi-trillion-dollar debt industry is managed. Debt has such a massive impact on consumers and prior to Prodigal, the industry was saddled with painful, low value manual workflows, and poor customer experience- our mission is to humanize the debt repayment process through automation and data. 

Each week, we analyze millions of borrower interactions using state-of-the-art natural language processing and speech analytics capabilities to provide dozens of our customers with insights that are actionable and relevant.

We are a young, fast-moving company looking for exceptional folks to work together with.

What will you be doing?

Own the customer journey

Prodigal's collections automation platform is loved by dozens of customers in the accounts receivables industry. Our Customer Success team is a constant guide and advisor to our customers, from conducting pilots, ensuring conversion alongside sales and onboarding them, to planning for their needs and requirements, ensuring widespread adoption & engagement, and enabling them to continuously gain business value from our product. The Customer Success team serves as the trusted point of contact for Prodigal's customers across the customer journey.

As a Customer Success Manager, you will:

• Manage the entire customer journey - from onboarding to ongoing usage and relationship management

• Understand the customer's motivations, business drivers, current processes and core business outcomes

• Discover and solve for the customer stakeholders' stated and unstated business problems

• Design and adapt the customer's current processes to Prodigal, to drive business value and adoption

• Drive product adoption and ensure an exceptional user experience

• Own all matters related to customer accounts, including retention, cross-sell and up-sell opportunities

Bring the voice of the customer to Product

Our core strengths in speech AI uniquely position us to create impact across the lending value chain. Prodigal's current products have already poised us to win in the market, but it is a never-ending process of building and refining products that allow us to better add value to our customers. As a Customer Success Manager, you will understand the customer's core business problems and directly work with the Product team to be the customer's voice in the room.

As a Customer Success Manager, you will:

• Understand the needs of the customer and identify business problems and opportunities that can be solved through Prodigal's product offerings

• Act as the voice of the customer for other Prodigal teams, including Product, Sales and Growth

• Understand Prodigal's product, value offering and future roadmap, and articulate and adapt these to our customers.

• Educate customers on Prodigal usage, best practices and new releases.

• Monitor and analyze customers' engagement and adoption metrics.

Streamline and scale for success

Prodigal is lean, agile and growing fast. As we scale up, our customers will grow and so will their needs and demands. As a Customer Success Manager, you will need to establish and follow processes to ensure that Customer Success is streamlined and scales smoothly with Prodigal.

As a Customer Success Manager, you will:

• Work with Sales, Growth and Product to establish and follow processes for pilots, onboarding, trainings, customer requests, ongoing success and future growth

• Work with cross-functional and cross-geographic teams to ensure customers realize their ROI, improve operations, scope new business opportunities and identify areas for strategic growth

• Manage customer expectations in terms of what the product can and cannot achieve

What are we looking for in you?

• Passionate about Prodigal and the problem we are solving.
• 2+ years experience in customer-facing customer success, B2B SaaS experience preferred
• Self-motivated and proactive with innovative ideas to inspire customer loyalty and adoption.
• Proven track record of highly-professional customer service in a fast-paced, dynamic environment.
• Strong interpersonal skills and experience building strong relationships. Comfortable with clients, able to strategically partner with customers. Personable and collaborative, able to work across teams and functions.
• Highly analytical and data-driven
• Thoughtful, curious and a problem-solver.

From day 1, Prodigal has been defined by talented, humble, and hungry leaders and we want this mindset and culture to continue to blossom from top to bottom in the company. If you have an entrepreneurial spirit and want to work in a fast-paced, intellectually-stimulating environment where you will be pushed to grow, then please reach out because we are looking to build a transformational company that reinvents one of the biggest industries in the US.

Learn more about us at www.prodigaltech.com