# Customer Success Manager

**Company:** [Greenboard](https://hotfix.jobs/companies/greenboard)
**Location:** New York, NY
**Role:** Customer Success
**Salary:** $110k – $150k/yr
**Experience:** 4+ years
**Skills:** Customer Success, B2B SaaS, Account Management, implementation, Onboarding, Renewals, account expansion, Executive Communication, escalation management, Customer Retention, Fintech, Compliance, financial operations, Salesforce
**Posted:** 2026-08-04

> Owns onboarding, implementation, retention, renewals, and expansion for complex B2B SaaS accounts while serving as a strategic partner to executive stakeholders. Requires 4–8 years of Customer Success, Implementation, or Account Management experience and strong cross-functional communication.

## Job Description

## 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.

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