Customer Success Manager
Own advisor relationships at a fintech startup, leading onboarding, adoption, and health tracking while partnering with product to improve the platform. Requires 4+ years SaaS customer success experience.
About the job
What You'll Do
- Win customer relationships: Serve as the primary point of contact for advisors, ensuring they achieve meaningful outcomes on FINNY.
- Lead onboarding and training: Deliver structured onboarding, run training sessions, and help customers build their first campaigns and workflows.
- Drive adoption: Guide customers in building sustainable prospecting rhythms, defining their ICP, refining their messaging, and adopting multi-channel outreach.
- Run weekly office hours: Provide hands-on support, troubleshoot campaigns, and help advisors work through real examples in real time.
- Partner with product: Surface customer insights, identify friction points, and collaborate closely with product/design to shape improvements.
- Create and optimize playbooks: Build repeatable processes for customers including onboarding flows, adoption strategies, usage check-ins, and expansion motions.
- Track and manage customer health: Monitor usage, engagement, campaign quality, and retention indicators to proactively address risks.
- Champion customer outcomes: Help advisors get meaningful results over time, not just learn the platform, but use it to build systems they can rely on.
What We're Looking For
- 4+ years of Customer Success or related client-facing experience in SaaS
- Experience onboarding and supporting customers in a fast-growing startup
- Strong communication skills with the ability to coach, guide, and motivate customers
- Comfortable facilitating office hours, live trainings, workshops, and structured walkthroughs
- Experience partnering with product teams and influencing roadmap
- Tech savvy; eager to learn new technologies and keep up with our every-changing product
- Strong problem-solving ability; thrives in ambiguity and builds structure from scratch
- High ownership mindset—holds themselves accountable for customer outcomes
- Experience in fintech, wealth management, or marketing tech
- Background in consulting, finance, or operations
- Comfortable working with customers with various degrees of technology, prospecting, and marketing experience
- Ability to build documentation, training programs, and internal processes
- Familiarity with CRM tools, customer health scoring, or customer engagement platforms
- You elevate everyone around you with clear communication and strong organizational habits
- You enjoy wearing multiple hats and stepping into areas outside your job description when needed
- You are energized by customer interaction and internal collaboration in equal measure
- You iterate quickly, gather feedback often, and move fast without sacrificing quality
Compensation & Benefits
- Competitive salary and equity
- Medical, dental, and vision insurance
- Flexible paid time off
- 401(k)
- Food and meals provided in our NYC office
- Team offsites and events
Skills
Saas Customer Success, Onboarding, Training & Workshops, Crm Tools, Customer Health Scoring, Customer Engagement Platforms, Product Collaboration, Playbook Development, Client Relationship Management, Fintech/Wealth Management
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