Manager, SMB Customer Success (Fintech)

TL;DR

Manager, SMB Customer Success (Fintech): Leading a team to ensure the highest level of customer satisfaction and experience for hirify.global's SMB AP/AR clients with an accent on service delivery and enhancing customer success outcomes. Focus on developing and implementing customer success programs, monitoring metrics, and managing escalated customer issues.

Location: Hybrid (US). This role can be based in San Jose, CA, Draper, UT, or remotely within the United States.

Salary: $128,600 - $154,300 USD

Company

hirify.global is a vision-driven Fintech company that empowers businesses by replacing outdated financial processes with innovative automation tools.

What you will do

• Lead and manage a diverse team of customer success professionals for SMB clients.
• Develop and implement customer success programs to ensure a seamless and positive client experience.
• Monitor and analyze customer success metrics to identify areas for improvement.
• Manage and oversee the resolution of escalated customer issues.
• Foster a culture of coaching and continuous improvement within the team.
• Maintain an in-depth understanding of company products, services, and policies.

Requirements

• Proven experience in customer success, sales, service delivery, or a related field.
• Strong leadership skills to motivate and guide a team.
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to interpret data and metrics.
• Adaptability and flexibility in a fast-paced environment.
• Proficiency in CRM systems and communication platforms.
• Must be eligible to work in the United States.

Culture & Benefits

• 100% paid employee health, dental, and vision plans (HMO, PPO, or HDHP options).
• HSA & FSA accounts, Life Insurance, Long & Short-term disability coverage, Employee Assistance Program (EAP).
• 11+ Observed holidays, wellness days, and flexible time off.
• Employee Stock Purchase Program with employee discounts.
• Wellness & Fitness initiatives.
• Employee recognition and referral programs.