Customer Success Manager

Responsibilities

• Own the full customer lifecycle for a portfolio of accounts, from onboarding through renewal and expansion.
• Lead onboarding and implementation for complex, high-stakes accounts.
• Serve as the senior day-to-day point of contact for customers and reselling partners, including executive stakeholders.
• Build trusted, strategic relationships beyond day-to-day support.
• Translate complex product and compliance concepts into clear guidance for technical and non-technical audiences.
• Identify churn risk early and drive proactive retention strategies.
• Identify expansion and upsell opportunities and partner with Sales to pursue them.
• Partner with Sales, Engineering, and Support to resolve escalations and unblock customers.
• Collect and synthesize customer feedback into product input, working with Product and Engineering.
• Build and improve onboarding playbooks, processes, and templates.
• Mentor and support junior Customer Success team members.

Requirements

• 4–8 years of experience in Customer Success, Implementation, Account Management, or a related role, ideally in B2B SaaS.
• Track record of owning complex accounts and executive relationships.
• Exceptional written and verbal communication skills.
• Strong organizational skills and ability to manage competing priorities across a portfolio.
• Sound judgment in prioritizing critical customer issues and escalations.
• Comfort building processes from scratch in an early-stage startup environment.

Nice-to-Haves

• Experience with fintech, compliance, or financial operations products.
• Experience mentoring or informally leading other Customer Success team members.
• Startup experience or comfort operating with limited structure.

Compensation & Benefits

• Salary range: $110,000–$150,000, plus meaningful equity.
• 401(k) with 5% company match.
• Medical, dental, and vision coverage.
• 15 days PTO, 11 company holidays, and flexible sick time.
• Two additional PTO days for each year of service, up to 10 additional days.
• 10 remote days per year, plus additional days around the holidays.
• Biannual off-sites and team retreats.