Customer Success Manager - Mid-Tier Financial Institutions

What you'll do

• Customer Engagement & Relationships: The CSM assigned to a book of named accounts will support the initial implementation and rollout of Equifax solutions working directly with the customer or in collaboration with a distribution partner. The CSM serves as a liaison to subject-matter experts (SME) for Equifax products (data, scores as well as delivery mechanisms) for commercial, DDM (data-driven marketing), fraud solutions, data & analytics and Workforce Solutions.
• Client and Solution Optimization: The CSM provides the customer with the knowledge needed to make best use of Equifax solutions including a deep understanding of the implemented solution, customer usage trends, billing methods, and impact of overages that may result from increased usage and records. Knowledge transfer also includes the delivery of formal and informal training on our products and services (i.e. platform and reports or data delivered via our systems) as well as analytic insights as to industry trends, peer analysis and/or performance.
• Growth Opportunity Identification: The CSM will work alongside the Account Executive on items pertaining to customer business and business processes, needs or pain points, and processes that pertain to the growth of the clients activities or impact ability to deliver.
• Customer Retention: The CSM helps identify areas of risk and potential for account cancellation or reduced usage. Acts as the connecting thread for internal teams with the customer across the customer journey, ensuring needs are met and pain points are eliminated, leading to account retention and renewals. The CSM role has responsibility for contract renewals including upsell and pricing negotiations to protect revenue run rate and decrease the likelihood of a lost account or decline in revenues.
• Customer Health: Assess customer health by driving adoption, monitoring solution usage, driving resolution of reported issues and being the voice of the customer for future product roadmaps
• Technical Troubleshooting: The CSM helps to raise any client concerns with technical/system related issues as well as usability. The CSM works with operations leads, product development and other team members to help identify system defects or enhancements. They partner with end users to understand the user experience and help support onsite troubleshooting of any system or data related issues.
• General Account Management Support: While the CSM serves as an advocate of the client and is assigned to the “account” there is a portion of the day-to-day that is focused on supporting internal activities related to reporting and general account planning.
• Business Reviews: The CSM is responsible for the development and delivery of weekly, monthly, and quarterly reports that summarize the performance of the implemented solution, including transactions, system availability, and trends. This is done in collaboration with the AE to determine internal vs external communications for both operational and strategic insights.

What experience you need

• Bachelor's degree from an accredited university or equivalent work experience
• 7+ years of experience in a B2B customer success, account management, or other client-facing role with large, Enterprise clients, preferable financial institutions
• Experience working cross-functionally with complex, multi-divisional, multi-geographical customers
• Experience keeping clients engaged and increasing product usage, while building customer loyalty
• Exceptional communication skills to foster positive business relationships
• Willingness to travel ~20%

What could set you apart

• A deep understanding of mid-tier financial institutions and market data trends
• Ability to advocate for customers and foster a customer-centric team environment
• Ability to manage multiple projects and priorities simultaneously
• PMP or other Project Management Certification

Equifax is required by law to include a good-faith salary range for this role. This compensation range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to: skill sets; experience and training; and other business and organizational needs. At Equifax, it is not typical for an individual to be hired at or near the top of the range for their role. A reasonable estimate of the current base salary range is $133,770.00 to $144,500.00. This position is also eligible for our annual incentive program at approximately 15%. The application window is anticipated to close on Monday, March 30, 2026. This date is a good faith estimate only and may be modified where necessary.

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