Customer Success Manager
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Job Description
Customer Success Manager managing mid-market accounts for a FinTech SaaS company. Responsible for onboarding, adoption, and driving growth in customer relationships.
Responsibilities:
- Take ownership of a portfolio of 16–20 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.
- 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.
- Identify and surface 2–3 expansion signals to your AE.
- Use customer data to surface actionable insights that drive adoption and executive alignment.
- 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.
- Conduct whitespace analysis across your portfolio and develop identified opportunities jointly with your AE.
Requirements:
- 2–4 years of experience as a Customer Success Manager or other customer-facing role in a fast-paced environment, preferably in SaaS and/or Fintech or consulting
- Proven success managing a portfolio of mid-market B2B accounts (about 10 to 20 accounts)
- Developing executive presence; comfortable engaging with director and VP-level contacts
- 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
- 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
- Willingness to travel up to 15 percent for QBRs, onboarding workshops, and executive meetings
- US-based, authorized to work without visa sponsorship
- 2+ years in a customer-facing role within B2B SaaS, Fintech, or consulting
- Experience managing a mid-market portfolio (roughly 10–25 accounts) — not SMB (100+ accounts) or single-account enterprise
Benefits:
- Health insurance
- Paid time off
- Professional development opportunities
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