Senior Customer Success Manager

About the role

You will be the strategic lead for our most valued and complex enterprise accounts. Your mission is to ensure clients aren’t just satisfied—they’re thriving. You’ll take full ownership of the relationship, leading onboarding, driving adoption, and executing retention and expansion initiatives.

Responsibilities

• Take full ownership of the relationship, leading onboarding, driving adoption, and executing retention and expansion initiatives
• Lead complex customer implementations or expansions, operating like a project manager to align internal and external teams toward shared outcomes
• Be highly organized and own your accounts like a business, planning ahead, following through, and being accountable for results
• Use metrics to spot trends, communicate performance, and inform decisions
• Be proactive, flexible, and comfortable navigating fast-paced, early-stage environments
• Collaborate effectively while knowing how to work independently and juggle multiple initiatives with shifting priorities

Requirements

• 5+ years of experience in Customer Success, Account Management, or related roles, with a strong track record managing enterprise B2B accounts
• A deep understanding of fintech, particularly in payments and/or credit
• Proven experience leading complex customer implementations or expansions
• Highly organized and detail-oriented, with a focus on accountability and personal organization
• Data-literate and analytical, using metrics to inform decisions
• Proactive, flexible, and comfortable in fast-paced, early-stage environments

Qualifications

• Experience in customer-facing roles at fintech companies
• Background in credit, underwriting, or financial services
• Track record of success in early-stage or high-growth companies
• Experience managing a book of business and renewals
• Strong presentation skills with the ability to conduct QBRs with executive stakeholders
• Exceptional ability to communicate and foster positive business relationships
• A proven record in growing accounts and initiating upsell and cross-selling opportunities
• Proficiency in providing technical support
• Experience in working with enterprise clients
• Culture of flexibility and agility in early-stage companies is an advantage
• Experience in managing and executing renewals

Skills

• Customer-obsessed
• High-accountability
• Project management
• Collaboration
• Flexibility
• Fast-paced environments
• Enterprise client management
• Technical support

Benefits

OTE Range: $120,000 - $180,000

Pay

OTE Range: $120,000 - $180,000

Schedule

This role requires the ability to work onsite in New York City at least 3 days a week.