Customer Experience Manager (Fintech)

Location: Hybrid role based in the San Francisco, CA or New York, NY office, with in-office work on Mondays, Wednesdays, and Fridays.

Salary: $115,000–$170,000 per year base pay, plus equity for full-time roles.

Company

hirify.global is a Series A fintech startup building an AI-native disputes automation and fraud prevention platform for financial institutions.

What you will do

• Own the post-onboarding client experience for a portfolio of banks, credit unions, and fintechs.
• Reproduce client-reported issues, investigate logs and data, identify root causes, and escalate high-quality technical findings to engineering.
• Translate client problems into technical requirements and advocate for scalable product solutions.
• Manage operational and executive relationships across multi-year client engagements.
• Deliver training, feature walkthroughs, documentation, runbooks, and business reviews to drive adoption and self-sufficiency.
• Partner with implementation teams during onboarding and help new users become proficient with the platform.

Requirements

• 4–7 years of experience in technical account management, customer engineering, support engineering, or technical customer success, ideally in B2B SaaS or fintech.
• Ability to independently investigate technical issues by reading logs, debugging API integrations, querying data, and identifying root causes.
• Hands-on familiarity with REST APIs and troubleshooting tools such as DataDog or OpenSearch, plus working knowledge of SQL.
• Strong relationship management skills with mid-market or enterprise clients and the ability to communicate with operational and executive stakeholders.
• Excellent written and verbal communication, structured problem-solving skills, and composure during high-impact incidents.
• Comfort working in an early-stage environment and building processes while executing the work.

Nice to have

• Experience with payments, disputes, chargebacks, or Reg E/Z compliance workflows.
• Familiarity with authentication concepts such as JWT and API security.
• Working knowledge of Python for debugging and analysis.
• Experience with HubSpot, Linear, or similar CRM and ticketing tools.
• Background working with banks, credit unions, or core banking systems.

Culture & Benefits

• Equity for full-time roles and a compensation package benchmarked against real-time market data.
• Full health, vision, and dental coverage, plus One Medical membership.
• 401(k) with company match and commuter benefits.
• Flexible paid time off, Apple equipment, and an annual home office budget.
• Stocked kitchens, weekly lunches, team-building events, and happy hours.