Customer Success Manager

Melio is hiring a Customer Success Manager to manage its most valuable customers, overseeing strategic growth and retention of top-tier accounts. The role is remote, but you must live in one of these states: AZ, CO, FL, GA, IL, MI, MN, NY, NC, TX, UT, or VT. You will act as a consultant at key milestones, help customers get deeper into the platform, and bring their feedback back to teams like Product, Voice of the Customer, and Strategy.

What you will do

• Own all strategic actions tied to customer engagement and retention.
• Build relationships with customers through regular interactions, learning their business needs to drive retention.
• Lead customers through early adoption and guide them through lifecycle stages, teaching best practices, removing friction, and speeding up time-to-value.
• Watch customer health signals and feedback to spot churn risks and growth paths across the customer lifecycle.
• Use sales methods to guide strategic customer conversations, deepen discovery, and influence outcomes for the customer and the business.
• Share ownership of one-to-many motions such as webinars when needed to support customer education at scale.
• Work with other Melio departments so the voice of the customer is presented in a clear, actionable format and customers get strong support.
• Review processes and procedures within the Customer Success role and suggest changes so the team's work lines up with customer and business goals.
• Use internal tools including Salesforce, Tableau, Outreach, and Gong for communication and measuring impact.

What they are looking for

• 3+ years of experience in Customer Success, Account Management, Sales, or another client-facing role.
• 1+ years using a CRM system, with Salesforce preferred.
• Experience in a scaled customer success environment, reaching a large range of clients through scalable motions at key moments in the customer journey.
• Ability to pick up new technologies and teach them to others.
• Strong communication and sales skills, with the ability to understand what customers truly need and help them get full value from Melio's platform for their business.
• An analytical, strategic approach to customer success, with constant iteration to improve the customer experience.
• Interest in bringing new processes and procedures to develop the customer journey at Melio.
• Comfort working cross-functionally with other teams on internal and customer-facing initiatives.
• Strong time management and flexibility as the company and role change.
• Interest in speaking with and building relationships with small business owners.
• A record of taking on responsibilities outside your direct scope, showing natural curiosity.

Bonus points

• Experience working with small businesses in account management or customer success.
• Prior experience in a SaaS environment or in financial technology.

Pay and benefits

The annual base salary range for this position is $70,000 to $85,000, with an additional bonus component. Melio offers medical, dental, and vision plans with up to 100% employer-paid coverage, plus FSA and HSA. There is 401K matching and stock options. The company offers wellness support, competitive vacation time, sick days, holidays, parental leave, and wedding days. There is a weekly Seamless stipend. Growth and development come through workshops, mentorship programs, and team building activities.

About Melio

Melio builds business-to-business payment tools so small business owners can spend less time in the back office and more time on their craft. The company describes itself as the fastest-growing B2B payment platform in the US. Melio is an Equal Opportunity Employer and accepts applications on an ongoing basis until the position is filled. This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.