Senior Customer Success Manager
Skills
- 2-4+ years in Customer Success, SaaS account management, or related customer-facing roles
- Working knowledge of financial markets and institutional/HNW investment workflows
- Experience driving product adoption and managing B2B SaaS customer relationships
- Strong written and verbal communication across end users and executives
- Analytical ability to interpret usage data and translate into customer outcomes
- Comfort leveraging AI platforms (e.g., ChatGPT, Claude), Salesforce, and Pendo
- Strong organizational skills and attention to detail
- Ability to collaborate cross-functionally in a fast-paced environment
Responsibilities
- Manage a portfolio of investment and wealth management customers to drive adoption, satisfaction, and retention
- Guide customers through pre-implementation readiness, onboarding coordination, and successful deployment
- Develop and execute account plans aligned with customer business objectives
- Deliver training, workshops, and enablement to increase product utilization
- Identify upsell and cross-sell opportunities and support revenue expansion
- Manage renewal cycles and proactively mitigate churn risks
- Partner with Sales, Product, Support, and CX to resolve issues and remove adoption barriers
- Advocate for customer needs and translate feedback into actionable product insights
- Coordinate reference programs, case studies, and community engagement
- Leverage AI and analytics to monitor customer health and surface proactive interventions
- Contribute to scalable processes and continuous improvement across the Growth segment
- Travel domestically up to 25% as needed to support customer relationships
Education
- Bachelor’s degree or equivalent professional experience preferred
- Progress toward or completion of industry certifications (CFA, CAIA) is a plus
- Willingness to learn technical concepts such as APIs, cloud basics, and investment software
Benefits
- Competitive OTE with location-adjusted ranges
- Company Stock Plan / stock options
- Unlimited vacation
- $0 cost employee insurance plans
- Educational and wellness reimbursements
- Career growth opportunities in a high-growth fintech
- Hybrid work with remote options and office hubs in NY, Reno, and Bay Area
Average salary estimate
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