TRANSFORM HOW BANKS SERVE THEIR CUSTOMERS

Prelim is revolutionizing how financial institutions onboard and serve their customers. Our platform powers critical banking operations for institutions across the world, from community banks to multi-billion dollar financial institutions. We’re a fast-growing, remote-first startup on a mission to make banking more accessible for everyone.

WHY WE’RE LOOKING FOR YOU

We’re looking for a Customer Success Manager to support our growing portfolio of live banking clients. You’ll manage relationships with financial institutions, ensuring they successfully use our platform while driving retention, expansion, and customer satisfaction.
This is a hands-on role that requires wearing multiple hats. You’ll handle everything from crisis management to contract renewals, while serving as the voice of the customer internally.

• Manage a portfolio of live banking clients, conducting regular check-ins and maintaining strong relationships with stakeholders from operations staff to executives
• Handle support escalations and troubleshoot platform issues, often jumping on calls to resolve urgent problems in real-time
• Lead contract renewal negotiations and identify upsell opportunities, working with sales to expand existing accounts
• Coordinate with product and engineering teams to advocate for customer feature requests and bug fixes
• Train bank employees on platform usage and best practices during and after implementation
• Manage support ticket flow and ensure timely resolution of customer issues
• Plan and execute customer events, including annual summits and user conferences
• Step in to support implementations during resource crunches, helping with configuration and project management
• Create and maintain release notes, keeping customers informed of platform updates
• Navigate difficult customer relationships and de-escalate tense situations while protecting the team