Customer Success Lead (Fintech)

TL;DR

Customer Success Lead (Fintech): Own the strategic success of complex, high-impact customers and define the Customer Success motion for the company, managing key accounts and mentoring a team. Focus on building executive relationships, driving adoption, retention, and identifying expansion opportunities across fintech, payments, or finance B2B software.

Location: On-site in San Francisco, USA

Company

hirify.global is a company focused on customer success in complex industries like fintech, payments, or finance B2B software.

What you will do

• Mentor, coach, and support Customer Success Managers to drive high-quality customer outcomes.
• Manage key accounts, building executive relationships and driving adoption, engagement, and retention.
• Identify expansion opportunities and partner with Sales for upsell and cross-sell.
• Ensure continuous optimization of workflows and drive adoption of new product features.
• Serve as a senior escalation point for customer issues and represent the customer voice in roadmap discussions.
• Influence internal process improvements across Sales, Implementation, and Customer Success handoffs.

Requirements

• 5+ years in Customer Success, ideally in fintech, payments, or finance B2B software.
• 2+ years in a senior, lead, or informal people-lead capacity (mentoring or coaching).
• Strong preference for accounting, audit, or finance backgrounds.
• Strong technical aptitude and ability to quickly learn complex platforms.
• Bachelor’s degree or equivalent experience.
• Work on-site from San Francisco, USA.

Nice to have

• ERP experience (QuickBooks, Xero, Sage Intacct, NetSuite).

Culture & Benefits

• Opportunity to define the Customer Success motion for the company.
• Work in a fast-paced, scaling environment.
• Collaborate cross-functionally with Product, Engineering, and Sales.
• Focus on continuous customer optimization and value realization.
• Emphasis on a growth mindset and building processes, people, and customer experience.