Technical Customer Success Manager
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Job Description
Technical Customer Success Manager engaging with clients post-sale to optimize usage of Cybrid’s platform. Driving product adoption, retention, and account growth in a fintech environment.
Responsibilities:
- Drive Adoption & Account Growth: Own a portfolio of customers post go-live, ensuring strong adoption, retention, and expansion
- Run regular MBRs/QBRs focused on outcomes, usage, and growth opportunities
- Identify opportunities for customers to expand into new rails (stablecoins, instant payments, cross-border)
- Customer Enablement & Training: Educate and train customers on how to best use Cybrid’s platform and capabilities
- Ensure customers are maximizing value as they scale, not just maintaining usage
- Create and deliver resources (guides, walkthroughs, sessions) that improve customer self-sufficiency
- Technical Partnership & Problem Solving: Act as a technical advisor—helping customers navigate APIs, payment flows, and platform capabilities
- Troubleshoot issues across integrations, webhooks, and ledgering systems in partnership with Engineering
- Partner with onboarding/implementation to ensure a smooth handoff once customers go live
- Be the Voice of the Customer: Synthesize feedback across your portfolio to influence Product and Engineering priorities
- Surface patterns in usage, challenges, and opportunities to improve the platform and experience
- Scale the Function: Build playbooks, account management frameworks, and workflows that allow us to scale efficiently
- Leverage AI and automation to manage your portfolio effectively.
Requirements:
- 4+ years in a customer-facing role across Customer Success, Technical Account Management, or Account Management within an API-first environment
- Experience in fintech, payments, banking infrastructure, or digital assets
- Proven ability to manage and grow a portfolio of customers, including running QBRs/MBRs and driving adoption
- Experience partnering with technical stakeholders (product, engineering, or developer teams)
- Experience in a high-growth startup environment, contributing to process or function scaling
- Comfortable using AI tools to improve efficiency, prioritize work, and manage a customer portfolio.
- Technical fluency: You understand how APIs work and how data moves across systems
- Strong account management instincts: You know how to drive adoption, build trust, and grow relationships over time
- A builder mindset: You’re comfortable with ambiguity and prefer creating systems over following them
- Outcome-driven: You measure success by customer outcomes like go-live speed, adoption, and transaction volume
- Nice to Have: Direct experience with stablecoins, crypto, or Web3 financial infrastructure, Ability to read or troubleshoot code.
Benefits:
- 💻 Build with Fintech Pioneers: People join Cybrid to build alongside pioneers who have shaped how millions of people move money. Our DNA is a rare blend of high-stakes security, AI-lending, and global financial technology. This is more than a fintech; it’s a masterclass in innovation for those who fundamentally believe in the future of stablecoins and the tools redefining global finance.
- 🌱 High Velocity Career Growth: Own your domain and have the opportunity to grow your career by taking on real responsibilities and making an impact as we continue to scale quickly.
- 💰 Equity Ownership: We’re a Series A, VC-backed company, and we believe in shared success. We offer employees equity in Cybrid, ensuring you have a real stake in the future we are building together.
- 🏥 Comprehensive Wellness: Your well-being is our priority. Our benefits plan includes company-paid medical, dental and vision benefits, employee-paid LTD coverage, and curated wellness perks so you can perform at your best.
- 🏝️Flexible Time Off (Unlimited PTO): We trust our team to manage their impact. Our policy includes unlimited vacation and sick days so you can stay refreshed and focused.
- 🏦Invested in Your Future: We invest in your long-term financial health by offering an RRSP matching program.
- 💰 Customizable Spending Account: We provide a $1,000 annual HSA/LSA stipend. You decide how to allocate it – whether it’s for Health Spending (medical, dental, vision) or Lifestyle Spending (gym memberships, mental health, or wellness apps). Your perks, your choice.
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