Customer Success Manager

As a key member of our team, the customer success manager will focus on building strategic, long-term partnerships with B2B customers. You will serve as a strategic advisor, providing guidance on leveraging our platform to address their business challenges and ensure that they are consistently getting as much value as possible from the platform. Within this role you will be involved in onboarding, implementation, engagement and relationship management. We're always looking for new ways to improve the customer experience and provide value so we highly encourage bringing your insights and ideas to the team. You will be responsible for driving client satisfaction, retention, and advocacy. We are a small close-knit team with an innovative, revolutionary fintech product that will blow customers away. Now, we need you to help get us there and ensure all of our customers love their journey!

What You Will Own:

• Establish clear goals and milestones for each customer and work with them to define them!
• Assist customers onboarding, implementing and on a go-forward basis
• Promote our products and drive company value to our customer experience
• Help develop the Cx playbook and create additional training and educational materials for all future Cx employees
• Review customer complaints and improve all aspects of the customer journey, working directly with the CEO and Director of Customer Success
• Generate new ideas, be an owner and help build OUR company from the ground up!

What You Will Bring:

• 3-5 years of experience in customer service or customer success required
• Experience working in financial services and / or fintech is a plus
• Exceptional ability to communicate and foster positive business relationships
• Experience managing a team and holding members accountable as you will be building the team!
• Experience analyzing and optimizing Cx through a data-first approach

What We Will Offer:

• Competitive Compensation: We want you to feel like an owner, which should be reflected in your salary and equity
• Remote-first Company: We do our best work when we're balanced, so every employee gets flexible vacation and working hours
• Top Tier Benefits: Every team member has access to great Health, Dental and Vision insurance
• Mission-first Colleagues: We value a culture of authenticity, humility, and excellence. We want you to leave your thumbprint on our company

Our Values:

1. Transparency & Honesty: We operate with transparency to our customers, investors and other partners, every step of the way.
2. Dependability: We are dependable. We do what we say we are going to do and we do not cut corners.
3. Partnership: We are partners to our customers, investors and each other, and work together to solve exciting, massive problems.
4. Revolutionary & Boldness: We are revolutionary & bold. We break down barriers and walls to build our own walls in a stronger, safer and simpler manner.
5. Diversity & Inclusion: We work together with people of all backgrounds and seek different viewpoints to generate stronger partnerships and create a stronger, more inclusive company and world.