Manager, Customer Success

Manager, Customer Success

📍 Fully Remote (Eastern or Central Time Zones Preferred)

Peregrin Services , a trailblazer in business process automation for the financial services industry, is seeking a customer-focused, relationship-driven Manager, Customer Success to lead customer relationship management, customer service delivery, and customer success operations. This is a hands-on leadership role responsible for ensuring customers receive responsive, reliable service while building strong, long-term relationships with key stakeholders.

The position serves as a primary advocate for customers within Peregrin and works closely with Product and Technology to translate customer feedback, business needs, and usage insights into service improvements and product opportunities.

The Manager, Customer Success will lead a small team, oversee day-to-day customer support and onboarding activities, and serve as the voice of the customer across the organization. The position is ideal for someone who enjoys balancing customer interaction, team leadership, and operational improvement

At Peregrin, we value people who are proactive, collaborative, and willing to roll up their sleeves in a small-company environment where every team member makes a meaningful impact.

What You'll Own & Do

• Build and maintain strong relationships with customers and key stakeholders while serving as the point of contact for inquiries, issues, and escalations.
• Lead customer meetings, periodic business reviews, and issue-resolution efforts.
• Maintain regular communication to understand customer objectives, concerns, and opportunities
• Monitor customer satisfaction, engagement, overall account health, and identify opportunities to improve service delivery.
• Partner with internal teams to ensure customer commitments, priorities, and concerns are addressed effectively and in a timely manner, working to improve customer experience and operational efficiency
• Lead, coach, and support a small team responsible for customer support, project coordination, and account servicing.
• Track customer service metrics, team performance, and operational improvements, establishing clear expectations and accountability for service delivery
• Develop and improve documentation, workflows, and customer communication processes.
• Promote a culture of responsiveness, accountability, trust, and continuous improvement.
• Ensure the customer perspective is represented in internal discussions and decision making
• Identify and implement scalable processes that improve consistency, accountability, and customer outcomes.
• Support a regulated and risk-aware operating environment by following applicable policies, controls, and customer requirements.
• Anticipate customer needs and proactively identify ways to make it easier for customers to work with Peregrin.

What You'll Bring

• 5+ years of experience in Customer Success, Account Management, Customer Experience, Customer Support, or a related field.
• Experience managing B2B customer relationships.
• Prior experience team leadership, mentoring, or supervising employees.
• Strong communication and relationship-building skills
• Ability to manage multiple priorities while maintaining attention to detail
• Experience handling customer escalations and complex issue resolution
• Comfortable working in a collaborative, fast-paced, small-company environment

Bonus Points For

• Experience supporting customers in financial services, lending, banking, fintech, or SaaS environments.
• Experience leading onboarding, customer support, or service delivery functions.
• Experience developing customer service processes, documentation, or operational workflows.
• Experience using customer success, CRM, ticketing, or support management systems.
• Experience working in a small or growing organization where flexibility and initiative are highly valued.

Compensation

$80,000 - $95,000 base salary , commensurate with experience, plus the opportunity to make a meaningful impact within a growing, customer-focused organization.

Ready to help our customers succeed? We'd love to hear from you.

Peregrin Services is an equal opportunity employer and positively encourages applications from suitably qualified and eligible candidates regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic.