Customer Success Manager

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