Senior Manager of Customer Success (Fintech)

Location: Remote within the United States; remote-first culture with hubs in New York and San Francisco.

Salary: $160,000–$195,000 per year, plus equity.

Company

A fintech company building a modern system of record and automated digital workflows for the mortgage industry.

What you will do

• Own a portfolio of approximately 8–12 mid-market and enterprise lender accounts after implementation.
• Drive product adoption, engagement with new functionality, best-practice adoption, and measurable customer outcomes.
• Build trusted relationships with operators, executives, and other senior customer stakeholders.
• Coordinate Product, Support, Implementation, and Sales as the escalation point for customer issues.
• Define Customer Success playbooks, engagement models, success metrics, feedback loops, and operating cadence.
• Hire and manage the first 1–3 individual contributors on the Customer Success team.

Requirements

• Experience understanding complex business workflows, incentives, constraints, and organizational dynamics.
• Ability to operate effectively in an early-stage environment with ambiguity and significant ownership.
• Strong outcome orientation with the ability to articulate measurable product value.
• Ability to build trust with senior stakeholders and coordinate cross-functional teams under pressure.
• Highly organized and process-oriented approach, including the ability to create systems and playbooks from scratch.
• Ability to balance strategic customer engagement with reactive issue management.

Culture & Benefits

• Remote-first work environment with New York and San Francisco hubs.
• Competitive compensation with equity participation.
• Medical, vision, and dental coverage with approximately 100% of employee premiums covered.
• Flexible time off, wellness benefits, co-working passes, and/or a work-from-home stipend.
• 401(k), dining dollars, and 16 weeks of parental leave for birthing and non-birthing parents, including adoptive parents.
• Company offsites twice a year.