Customer Success Manager

Role Summary

As our Customer Success Manager, you’ll be the primary advocate and partner for our customers from Day 1 onward. Reporting to the Manager of Customer Success and collaborating closely with our existing team of CSMs, you’ll own the end-to-end onboarding experience and drive ongoing adoption, value realization, and renewal.

Responsibilities

• Lead kickoff calls, discovery sessions, and training to ensure a smooth, efficient product launch.
• Customize implementation plans to align with each customer’s workflows and objectives.
• Develop and maintain onboarding materials: guides, checklists, video tutorials, and FAQs.
• Serve as the day-to-day point of contact, building trusted advisor relationships.
• Conduct regular business reviews to track adoption metrics, usage patterns, and ROI.
• Identify at-risk customers early and execute retention strategies to maximize renewals.
• Analyze customer data to surface upsell and cross-sell opportunities.
• Collaborate with Sales on expansion plays and with Product on feature requests.
• Champion customer feedback across the organization to inform roadmap priorities.
• Process Improvement & Automation:
• Continuously refine our success playbooks and workflows for scalability.
• Partner with Engineering to automate repetitive tasks and standardize best practices.
• Implement metrics and dashboards to monitor health scores and team performance.
• Cross-Functional Collaboration:
• Work alongside Support and Engineering to resolve complex issues.
• Liaise with Marketing to develop case studies, testimonials, and referenceable success stories.
• Share customer insights in weekly leadership meetings to align on strategy.

Qualifications

• 3 + years of SaaS Customer Success, Onboarding, or Enablement experience.
• Demonstrated track record of managing full-lifecycle customer relationships, driving retention and growth.
• Exceptional verbal and written communication skills, with an ability to simplify complex concepts.
• Data-driven mindset; comfortable using CRMs, reporting tools, and customer health platforms.
• Highly organized, self-starter attitude; thrives in a fast-paced, evolving environment.

What We Offer

• Competitive salary plus meaningful equity.
• Comprehensive health, dental, and vision insurance.
• 401(k) match and flexible PTO policy.
• A seat at the table in a rapidly scaling fintech startup.
• Unlimited opportunities for professional growth and leadership.

In Office Mandate

This role requires you to work Monday - Thursday in our Boston office located at 10 High Street.

Compensation Range

$90K - $110K