Customer Success Manager

Responsibilities

• Serve as the primary point of contact and trusted advisor for a portfolio of clients, helping them achieve their desired outcomes on the Findigs platform.
• Bring a builder's mindset to AI and automation by proactively identifying where new AI tools or workflows could improve how you (and eventually the broader team) manage accounts at scale, and helping pilot them.
• Actively manage NRR (not just GRR), identify and pursue expansion in partnership with sales, comfortably build a business case for upsell, and track revenue risk/opportunity in account plans.
• Lead quarterly business reviews (QBRs) with client stakeholders to share usage insights, business outcomes, demonstrate value, and align on goals for the upcoming quarter.
• Proactively monitor account health and product usage, using dashboards and AI-driven alerts to catch at-risk signals early and get ahead of churn or expansion opportunities.
• Build multi-threaded relationships across your accounts (ops, finance, leadership), understand each client's business model, and connect Findigs outcomes to client KPIs.
• Collaborate with the broader Customer Success team on portfolio strategy, bringing account-level insight to help shape priorities and approach across your book of business.
• Capture client feedback and channel it into product feedback loops, acting as a clear voice of the customer with Product and Engineering.
• Contribute to evolving CS playbooks and processes, bringing ideas from your day-to-day account work as the mid-market segment scales.

Requirements

• 3+ years of experience in a customer-facing role (e.g., Customer Success, Account Management), preferably in B2B SaaS environment or consulting.
• Exceptional written and verbal communication skills, with a knack for clear, empathetic, and efficient correspondence, including with senior client stakeholders.
• Strong technical aptitude and the ability to learn new software quickly.
• Strong AI proficiency; comfortable using AI tools to work more efficiently day-to-day (e.g., summarizing accounts, drafting materials, surfacing insights).
• Experience with CRMs (e.g., Salesforce, HubSpot) and/or customer support platforms (e.g., Zendesk, Intercom, Jira).
• Strong problem-solving skills and the ability to manage a full portfolio of accounts independently, prioritizing effectively across competing needs.
• Comfort operating in the unstructured, fast-paced environment of a high-growth startup, with a proactive, builder mindset toward improving your own workflows.
• Bachelor's degree or equivalent practical experience.

Nice-to-Haves

• Experience with clients in proptech, and or experience managing business process design/outsourcing, or outsourced operations environments.
• Experience in Proptech or Fintech.
• The ability to build simple automations or workflows.