Overview:

The role leads a team of Customer Success Specialists and is responsible for driving customer growth, retention, and satisfaction for M&T Nota. This role ensures law firms successfully adopt and gain value from the Nota platform while receiving exceptional banking support. Working closely with Product, Engineering, Sales, Marketing, and Banking teams, the Customer Success Manager serves as the voice of the customer, helping shape business improvements and supporting the continued growth of the M&T Nota venture.

A key focus of the role is building and scaling a remote servicing model that efficiently supports customers across both the Nota platform and M&T banking services. This leader will establish the processes, tools, and team capabilities needed to deliver a consistent, high-quality client experience while supporting sustainable business growth            

Primary Responsibilities:

• Lead and develop a team of Customer Success Specialists responsible for onboarding, training, servicing, and ongoing customer support.
• Lead the execution of customer success strategies that drive customer adoption, retention, satisfaction, and growth for M&T Nota.
• Oversee the development and enhancement of a scalable customer success operating model, including servicing processes, tools, and resources.
• Lead initiatives to build and optimize a remote servicing model supporting both Nota platform users and related banking services.
• Monitor customer success performance metrics and identify opportunities to improve client engagement, loyalty, and business outcomes.
• Act as the voice of the customer by partnering with Product, Engineering, Sales, and Banking teams to improve products, resolve customer issues, enhance service delivery, and support business growth objectives.
• Analyze customer feedback and operational trends to identify risks, recommend improvements, and influence strategic priorities.
• Advise senior management on customer success initiatives, servicing strategies, and opportunities to improve customer outcomes.
• Understand and adhere to the Company's risk and regulatory standards, policies, and controls in accordance with the Company's Risk Appetite. Identify risk-related issues needing escalation to management.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
• Complete other related duties as assigned.

Supervisory/ Managerial Responsibilities:

Supervises a team

Education and Experience Required:

Bachelor’s degree and 7 years relevant experience,

OR in lieu of a degree,

A combined minimum of 11 years higher education and/or work experience including 7 years relevant experience

2 year of Management Experience

Location