Strategic Customer Success Manager – End‑to‑End Customer Journey Leadership, Growth & Retention at Talensiq

--- Why Skillastra? Your Next Great Adventure At Nexora we are redefining the way modern businesses manage their financial operations. As a leader in the spending‑management technology space, we empower finance teams worldwide to make faster, smarter decisions through a unified, cloud‑based platform. Since our inception in 2016, we have grown rapidly, serving thousands of customers across more than 30 countries, and building a vibrant global team of innovators, problem‑solvers, and forward‑thinkers. Our mission is simple: enable every customer to unlock the full value of our solution, driving efficiency, transparency, and strategic insight. To achieve this, we need passionate professionals who thrive on building deep, trusted relationships, translating complex product capabilities into tangible business outcomes, and championing customer success at every stage of the journey. Role Overview: Be the Voice of the Customer As a Customer Strategic Manager at Taskium , you will be the pivotal bridge between our customers and internal teams—from the moment a new client signs on, through onboarding, adoption, expansion, and long‑term retention. Your focus will be on driving engagement, ensuring customers derive maximum ROI, and uncovering growth opportunities that align with both the client’s goals and Worklith ’s strategic objectives. Key Responsibilities End‑to‑End Onboarding: Design and execute structured onboarding programs that accelerate time‑to‑value, tailor training to specific industry verticals, and set clear success metrics for each new client. Customer Spend Enablement: Develop playbooks, usage‑driven strategies, and best‑practice guides that inspire customers to increase platform spend, while continuously tracking portfolio spend metrics and identifying expansion gaps. Strategic Partnership with Account Management: Collaborate closely with Account Managers (AM) and Key Account Managers (KAM) to translate deep customer insights into actionable cross‑sell and up‑sell initiatives, ensuring each account realizes its full potential. Trusted Advisor Relationship Building: Cultivate strong, long‑lasting relationships with key stakeholders, acting as their go‑to advisor, and consistently delivering value‑added recommendations. Account Health Monitoring: Conduct regular health checks, analyze usage data, and proactively address any signs of dissatisfaction or churn risk through timely interventions. Education & Training Delivery: Lead live and virtual training sessions, develop on‑demand learning resources, and certify customer teams on advanced product functionalities. Feedback Loop & Advocacy: Capture real‑time customer feedback, champion feature requests within product and engineering squads, and identify champions for case studies, testimonials, and reference programs. Collaborative Issue Resolution: Partner with Support and Technical Operations to troubleshoot escalated technical challenges, ensuring rapid resolution and a seamless experience. CRM Stewardship & Reporting: Maintain meticulous records in the CRM system, produce weekly and monthly health dashboards, and present insights to senior leadership. Essential Qualifications 5+ years of experience in Customer Success, Strategic Account Management, or a related customer‑facing role within SaaS/FinTech environments. Demonstrated success in designing and scaling onboarding processes that drive early adoption and reduce time‑to‑value. Strong technical acumen with the ability to guide customers through product configuration, integration, and advanced usage without heavy reliance on engineering support. Proven track record of influencing account growth—both in terms of usage spend and revenue expansion. Exceptional verbal and written communication skills, capable of translating complex technical concepts into clear business outcomes. Analytical mindset: comfortable with data analysis, KPI tracking, and using insights to inform strategy. Highly organized, with the ability to juggle multiple customer journeys, prioritize effectively, and meet tight deadlines. Customer‑centric mindset: genuine passion for helping clients succeed and a proactive approach to risk mitigation. Preferred Extras Experience with enterprise‑grade CRM platforms (e.g., Salesforce, HubSpot) and customer health scoring models. Background in finance or spend‑management solutions, giving you an edge in understanding client pain points. Certification in project management methodologies (PMP, PRINCE2, Agile) or a history of leading cross‑functional initiatives. Multilingual abilities and experience working with globally distributed teams. Core Skills & Competencies for Success Strategic Thinking: Ability to see the big picture, align customer goals with business objectives, and craft long‑term success plans. Empathy & Active Listening: Build rapport quickly and understand underlying customer motivations. Negotiation & Influence: Persuade stakeholders, win buy‑in for new initiatives, and champ