Customer Success Manager (Fintech)

TL;DR

Customer Success Manager (Fintech): Ensuring customers achieve desired outcomes with products/services by building strong relationships and driving adoption, retention, and expansion. Focus on proactive account management, identifying growth opportunities, and improving customer experience through data-driven insights.

Location: Hybrid working model that requires you to be in the Plano office on Monday, Tuesday, and Thursday

Company

hirify.global is a fast-growing, well-funded, late-stage fintech startup providing an AI-powered platform that modernizes payables operations for global businesses.

What you will do

• Develop and maintain strong client relationships, driving full product adoption and growth post-implementation.
• Become an expert in hirify.global products, providing consultancy and best practices to customers.
• Monitor customer accounts for improvements, address issues, and act as a primary point of contact and escalation.
• Identify and secure upsell and cross-sell opportunities within the client portfolio, focusing on net dollar retention.
• Collaborate closely with internal teams (Sales, Product, Marketing) to collect feedback and drive adoption and collaboration.
• Provide mentorship, coaching, and support with onboarding new and existing team members.

Requirements

• 2+ years of customer success or account management experience, preferably in the Fintech space.
• Strong understanding of the SaaS business model.
• Exceptional communication and interpersonal skills.
• Highly organized with excellent oral and written communication skills.
• Ability to build compelling value-driven client-facing presentations.
• Ability to engage with all levels in an organization, from CEO to Accountant.
• Part-qualified or qualified experience within an accounting practice or commercial accounting department, or relevant accounting certification (CPA, ACA, ACCA, or CIMA).
• Thorough knowledge of basic accounting procedures and principles.

Nice to have

• ERP experience or accounts payable experience.
• Experience with Gainsight, Zendesk, Salesforce, Jira, and analytic reporting tools.
• Previous Project Management role or skills.

Culture & Benefits

• Hybrid working model requiring office attendance in Plano on Monday, Tuesday, and Thursday.
• Competitive salary and stock options, with matching 401K.
• Extended benefits, Employee Assistance Program, life insurance, AD&D, and LTD.
• Maternity, Paternity, and Fertility Treatment benefits.
• 15 days of PTO, subsidized lunch on office days, plus fresh fruit, snacks & drinks.
• Phone/internet allowance.
• Regular company-wide social events and multiple Employee Resource Groups (ERGs) promoting diversity and inclusion.