Customer Success Senior Manager, M&T Nota

Location: Buffalo, New York, United States of America

Salary: $107,500–$179,100 annual (USD)

Company

M&T Bank operates M&T Nota, a platform and banking service supporting law firms.

What you will do

• Lead and develop a team of Customer Success Specialists handling onboarding, training, servicing, and ongoing support.
• Execute customer success strategies that improve adoption, retention, satisfaction, and growth.
• Build and scale the customer success operating model, including servicing processes, tools, and team capabilities.
• Optimize remote servicing for Nota platform users and related banking services.
• Analyze customer feedback, performance metrics, and operational trends to identify risks and recommend improvements.
• Partner with Product, Engineering, Sales, Marketing, and Banking teams to improve products, resolve issues, and advise senior management.

Requirements

• Bachelor’s degree and 7 years of relevant experience, or a combined minimum of 11 years of higher education and/or work experience including 7 years of relevant experience.
• At least 2 years of management experience.
• Experience supervising and developing a team.
• Ability to work within risk, regulatory, internal control, and audit standards.
• Based in Buffalo, New York, United States of America.

Culture & Benefits

• Full-time employment with market-informed compensation.
• Opportunity to shape a scalable customer servicing model for a banking platform.
• Work with cross-functional Product, Engineering, Sales, Marketing, and Banking teams.
• Support a workplace environment focused on belonging and the M&T Bank brand.