Strategic Customer Success Manager (Fintech)

Location: Remote from anywhere in the United States; preference for candidates based in San Diego, San Francisco, or New York.

Salary: $130K–$180K plus commission.

Company

hirify.global provides a digital identity verification platform that helps organizations onboard customers, optimize costs, combat fraud, and verify people and businesses across 195 countries.

What you will do

• Own day-to-day engagement and success plans for hirify.global’s largest customers.
• Lead high-stakes engagements, resolve complex challenges and escalations, and align customer and internal stakeholders.
• Drive adoption of the full product suite, customer satisfaction, retention, and expansion revenue.
• Represent customer needs in roadmap and strategy discussions and lead cross-functional initiatives with measurable business impact.
• Mentor the CSM team and support skill development and playbook mastery.
• Use AI and emerging technologies to analyze usage and customer health data, prepare account plans and QBR materials, and improve workflows with responsible handling of confidential data.

Requirements

• Post-secondary degree or an equivalent combination of education and experience.
• 7+ years of customer success, account management, or related B2B SaaS experience, ideally in compliance, fintech, financial services, or e-commerce.
• Experience developing strategic customer relationships and acting as a trusted advisor focused on customer outcomes and business value.
• Strong stakeholder management across customer and internal executive teams, with exceptional presentation, negotiation, and communication skills for executive and technical audiences.
• Proven experience managing multi-million-dollar enterprise customers and driving adoption, retention, revenue growth, and complex SaaS expansion.
• Experience leading cross-functional strategic initiatives with measurable impact on company direction and revenue.
• Strong identity and compliance expertise, including onboarding, KYC, fraud prevention, user experience, AML/KYC, fintech, or other financial and regulatory environments.
• Ability to analyze data and translate insights into business outcomes; experience with Excel or BI tools.
• Working fluency using AI in account management, including verifying outputs, introducing shared workflows, and applying sound judgment regarding confidential customer data.

Culture & Benefits

• Full-time, permanent employment with remote work from anywhere in the United States.
• Benefits for eligible full-time employees include health, dental, and vision coverage, retirement plans with company match, paid time off, parental leave, and an annual education and training stipend equivalent to $1,000 in local currency.
• Offices support hybrid collaboration with weekly lunches, social events, and location-dependent amenities.
• Wellness workshops, events, and a complimentary Headspace subscription.
• Employee resource groups and an inclusive, collaborative, people-first workplace.

Hiring process

• Recruiter interview: 30 minutes.
• Hiring manager interview: 45–60 minutes, followed by a 60-minute panel, presentation, or assignment.
• Final leadership interview: 30–45 minutes.