Strategic Customer Success Manager
Skills
- 6+ years in customer success, account management, or partner management (FinTech/SaaS/BaaS preferred)
- Experience managing and growing strategic accounts with technical and regulatory complexity
- Deep understanding of the FinTech landscape, go-to-market, and compliance considerations
- Strong executive relationship-building and communication skills
- Proven ability to drive product adoption, retention, and expansion
- Experience leading cross-functional initiatives and working with CRM/tools (e.g., Salesforce)
Responsibilities
- Own and grow a portfolio of strategic FinTech clients as their advocate and primary contact
- Develop and execute account plans that align with client goals and maximize platform value
- Identify and drive expansion, deeper integration, and product adoption opportunities
- Manage client escalations and coordinate cross-functional responses to resolve issues
- Guide clients through onboarding, go-live, expansion, and renewal lifecycles
- Build trusted relationships with founders, product leads, and compliance stakeholders
- Partner with Product, Implementation, Risk, Legal, and Marketing to deliver field feedback and influence roadmap
- Track usage, KPIs, and customer health to inform engagement and mitigate churn
Education
- Bachelor's degree or equivalent experience preferred
- Relevant industry certifications or training a plus
- Practical experience in FinTech, BaaS, or regulated product environments
Benefits
- 100% employer-paid medical, dental, and vision for US and Canadian employees and dependents
- Employer contribution to HSA (US) and annual HCSA + extended health coverage (Canada)
- 401(k) for US employees and RRSP for Canadian employees
- Mental health resources and unlimited paid time off
- Generous paid new parent leave program
- Home office setup stipend and stock options program
- Growth potential and significant impact opportunity at an early-stage company
Average salary estimate
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