Senior Customer Success Manager

What You’ll Do

Within 3 months, you will:

• Take ownership of a portfolio of 12–15 accounts, including several large customers in active onboarding.
• Build relationships with executive sponsors and key day-to-day contacts.
• Lead the executive onboarding portion of implementations, ensuring stakeholders are aligned on goals and success measures.
• Support adoption of core product capabilities and begin spotting areas for future expansion.

Within 6 months, you will:

• Successfully complete onboarding for your in-flight customers and transition them into post-implementation success management.
• Establish “3 wide, 3 deep” relationships across your accounts.
• Partner with internal teams (product, support, implementation) to solve customer challenges and influence roadmap priorities.
• Lead high-impact QBRs/EBRs (onsite & virtual) with executive stakeholders, supported by data-driven insights into customer performance and opportunities.
• Progress 4–5 qualified expansion opportunities, together with our Account Executives.
• Use customer data to surface actionable insights that drive adoption and executive alignment.

Within 9 months, you will:

• Be recognized by your customers as a trusted advisor who delivers measurable business value.
• Consistently drive deeper adoption across your portfolio.
• Work with the sales team to generate net-new opportunities through referrals.
• Generate at least 8 expansion opportunities across your book of business.

What You’ll Bring

• 5+ years of experience as Customer Success Manager or other customer-facing role in a fast-paced environment, preferably in SaaS and/or Fintech or consulting.
• Willingness to travel up to 15 percent for QBRs, onboarding workshops, and executive meetings.
• Proven success managing a book of 10-20 highly complex B2B accounts, six figures in ARR each, where success depends on navigating fragmented decision-making, not managing high-volume transactional relationships.
• Executive presence and ability to guide senior stakeholders through onboarding and strategic reviews.
• Comfortable holding a point of view with senior stakeholders and pushing back constructively when the evidence supports it; doesn't confuse keeping the peace with doing right by the customer.
• Resilience and adaptability when working with fragmented or less mature customer organizations.
• Bias to action and ownership mindset, able to move initiatives forward in ambiguous environments while respecting process.
• Commercial acumen with experience identifying and driving expansion opportunities.
• Advises customers rather than just serving them: gets to root cause before proposing solutions, backs recommendations with data, and isn't afraid to challenge a customer's assumptions when needed.
• Strong collaboration skills with a track record of working cross-functionally, especially with product, to deliver customer outcomes.
• Technical fluency and ability to translate product capabilities into business value.
• Background in financial services or other regulated industries strongly preferred; open to adjacent industries with experience managing complex, evolving organizations.

What’s In It For You?

• Remote Flexibility: Enjoy the freedom of remote work from anywhere, balancing life and career seamlessly.
• Unforgettable Off-Sites: Twice a year, bond with colleagues in exciting destinations, fostering teamwork and fresh ideas.
• Paid Time Off: Enjoy flexible PTO days yearly for relaxation and rejuvenation.
• Stock Options: Joining us means having a stake in our success, so you'll receive stock options as part of your compensation package.
• Home Office Setup: Create your ideal workspace with a dedicated budget for home office essentials.
• Work Trip Budget: Grow personally and professionally with a budget for work-related trips and co-working.
• Health Coverage: Prioritize your well-being with comprehensive health and dental insurance plans.