Sharetec is looking for a Customer Success Manager to join our team!

At Sharetec, we believe in a people-first business. Our mission is to make millions of people’s lives easier by developing innovative core banking and lending software solutions for credit unions and their members. Our customers rely on us for powerful financial technology that enhances operations across accounting, lending, member services, and online banking — and they count on us to be a caring, trusted partner in their success.

The Role

We’re looking for a Customer Success Manager (CSM) to serve as a trusted advisor and strategic partner to a portfolio of credit unions. This role is responsible for driving customer satisfaction, retention, product adoption, and long-term customer value.

As a CSM, you’ll proactively engage customers to understand their business goals, identify opportunities to improve operational efficiency, mitigate risks, and maximize the return on their Sharetec investment. You’ll be focused on customer outcomes, advocacy, relationship health, and strategic planning — serving as the voice of the customer internally while representing Sharetec with credibility and care.

Position Details

These are full-time, exempt positions. Candidates may work remotely from anywhere in the United States, with the exception of California. While location is flexible, candidates based on the East Coast are strongly preferred.

Travel is expected at up to 50% domestic and international, including Puerto Rico and the Caribbean.

The starting salary range for these positions is $90,000 – $100,000 based on experience, plus bonus eligibility.

Who Will Love This Job

• Someone who finds more satisfaction in making something better than building something new — and understands why that’s harder
• Someone who believes that technology serving people’s financial lives is worth doing with real care and precision
• Someone who is energized by a company in motion — where the roadmap is growing and your contributions shape the direction
• Someone who is as comfortable presenting to an executive team as they are rolling up their sleeves to solve a customer’s operational problem
• Someone who thrives on building long-term relationships with customers and earning their trust over time
• Someone who is proactive by nature — who identifies risk before it becomes a problem and acts without being asked
• Someone who can translate complex data and product capabilities into clear, strategic conversations with credit union leaders
• Someone who sees customer advocacy as both a responsibility and a privilege

Essential Duties & Responsibilities

Strategic Account Leadership

• Serve as the primary strategic contact for assigned credit union customers
• Develop trusted relationships with executive leadership, operational leaders, and key stakeholders
• Conduct Quarterly Business Reviews (QBRs)
• Create and maintain Success Plans for at-risk and strategic accounts
• Drive customer engagement through proactive outreach and relationship-building activities

Customer Advocacy & Retention

• Act as the voice of the customer internally
• Identify customer risks early and coordinate cross-functional efforts to resolve concerns
• Develop recovery plans for at-risk accounts and lead retention efforts
• Escalate critical customer issues while maintaining executive-level communication
• Monitor customer health indicators and take action before issues impact satisfaction

Adoption & Value Realization

• Help customers maximize utilization of Sharetec products and services
• Identify opportunities to improve operational efficiency and member experience
• Guide customers through new product releases, enhancements, and best practices
• Promote the adoption of available solutions that align with customer objectives
• Partner with training teams to increase product knowledge and utilization

Cross-Functional Collaboration & Continuous Improvement

• Partner closely with Support, Product, Professional Services, Sales, and Leadership teams
• Advocate for customer needs in product discussions and roadmap conversations
• Participate in customer escalations and strategic account planning
• Gather customer feedback through surveys, meetings, and ongoing engagement
• Identify trends and recurring themes affecting customer satisfaction
• Contribute to improvements in customer success processes, tools, and reporting

Qualified Candidates Should Have

Required

• 3+ years of Customer Success, Account Management, Relationship Management, Banking, Credit Union, SaaS, or Financial Technology experience
• Experience managing executive-level customer relationships
• Strong presentation and communication skills
• Ability to interpret business metrics and provide strategic recommendations
• Proven ability to manage multiple priorities and customer portfolios
• Experience working cross-functionally in a fast-paced environment

Preferred

• Credit union or banking industry experience
• Core processing, digital banking, fintech, or SaaS experience
• Experience conducting QBRs, EBRs, or strategic account reviews
• Familiarity with Salesforce, CRM platforms, and customer health scoring tools
• Understanding of customer retention, NPS/cNPS, CSAT, and customer journey management
• Experience managing escalated customer situations

Why Sharetec

Acquired by Evergreen Financial Technology Group (EFTG) in late 2020, Sharetec is now marching towards rapid growth and expansion into new markets. We are a team of highly focused and dedicated individuals who stop at nothing to achieve success no matter how great or small the challenge. As a core and digital software provider for credit unions, Sharetec empowers clients with modern tools for member services, lending, and an enhanced member experience.

At Sharetec, we believe in taking care of our people, both professionally and personally. Our comprehensive benefits package includes competitive salaries, medical, dental, vision, life, and disability coverage, generous Paid Time Off (PTO), paid holidays (including your birthday off!), a $1,000 employee referral program, and a 401(k) with company matching.

We are a team of bold, powerful, and caring individuals who work closely together, whether in a hybrid setting or fully remote. We stay connected through virtual events, collaborative team experiences, and regular all-hands meetings that keep us aligned and engaged. At Sharetec, you’ll find not just great benefits, but incredible people who lift each other up, challenge each other to grow, and make work meaningful and fun every day.

Sharetec is an equal opportunity employer.