Customer Success Manager
Role Overview
Prodigal is seeking an experienced Customer Success Manager to act as the primary advocate for customers.
The role covers the full customer lifecycle, from onboarding through adoption, retention, and satisfaction.
Key Skills for This Role
Full Job Posting
About Prodigal
Prodigal provides a connected AI platform used by financial institutions to run lending-related operations.
Its AI agents analyze conversations, capture context, guide agents, recommend actions, conduct customer conversations, orchestrate outreach, and support payments and resolutions.
The company is expanding its AI agents across originations, document processing, servicing, back-office workflows, and other regulated financial operations.
About the Role
Prodigal is seeking an experienced Customer Success Manager to act as the primary advocate for customers.
The role covers the full customer lifecycle, from onboarding through adoption, retention, and satisfaction.
Key Competencies
- Increase product usage, manage cross-selling and upselling, maintain healthy Net Revenue Retention, and support long-term customer relationships.
- Develop deep product expertise to support customers and provide relevant guidance.
- Use results such as ARR growth, NPS, CSAT, customer growth, and churn reduction to measure success.
Key Responsibilities
- Own the customer journey after onboarding and ensure an exceptional user experience at every stage.
- Build a comprehensive understanding of customer businesses, motivations, processes, and desired outcomes.
- Design customized solutions that maximize customer success and business value.
- Manage retention, cross-selling, upselling, engagement metrics, and customer satisfaction.
- Represent customer needs within Prodigal and communicate feedback to influence product development.
- Collaborate with Sales, Growth, and Product on pilots, onboarding, training, support, ROI, and strategic growth.
- Communicate product capabilities and limitations transparently to maintain trust.
- Use customer usage data and feedback to refine adoption strategies and provide actionable insights.
- Identify churn warning signs and take proactive steps to mitigate them.
- Drive product improvements, upselling opportunities, renewals, and account expansion.
- Manage project timelines, priorities, and customer expectations.
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