Customer Success Manager

We are seeking a Customer Success Manager to serve as a trusted advisor to our enterprise Fintech and Financial Institution clients. This role entails strong relationship management skills to drive product adoption, customer satisfaction, and business outcomes in a high-growth environment.

Key Responsibilities:

• Own the relationship with assigned mid-market accounts post-sales(up to 250K ARR), serving as the primary point of contact for kickoff, out-of-the-box implementation, integration, training and optimization.

• Lead client onboarding, out-of-the-box implementation, configuration projects, collaborating with customers’ teams for go-live and ongoing support.

• Create and deliver training programs for customer teams.

• Be part of the pooled model to answer customer questions and first-level triage .

• Execute onboarding and implementation for 80-100 accounts.

• Run periodic business reviews with key stakeholders.

• Partner with Sales on renewals and upsell opportunities.

• Document customer feedback and feature requests.

• Monitor customer metrics and usage patterns to identify opportunities for expanded adoption.

Required Skills:

• 3-5+ years of experience in customer success or similar customer-facing role within B2B SaaS, Mortgage, or Lending or fintech.

• Proven track record at early-stage startups (50-200 employees).

• Minimum 5 year tenure in previous positions, demonstrating stability and impact.

• Prior account management or customer management experience essential.

• Problem-solving capabilities.

• Outstanding communication skills with ability to explain product features, integrations and functionality to various audiences.

• Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience).

Success Metrics:

• Customer retention and expansion rates.

• Time-to-value for new customers.

• Churn rate for your book of business.

• Product adoption metrics.

• Customer health scores.

• Revenue growth within accounts.

Benefits:

• Base salary: $80-100K.

• Healthcare coverage.

• PTO and remote work flexibility.

• Professional development opportunities.

• This role serves as a stepping stone toward technical positions like TAM, offering exposure to API products and technical customer management.