Scaled Customer Success Manager (Fintech)

TL;DR

Scaled Customer Success Manager (Fintech): Manage a large portfolio of 1,200+ early-stage and SMB customers, driving adoption, retention, and success through structured digitally-led programs with an accent on health scoring, lifecycle communications, and one-to-many touchpoints. Focus on designing onboarding/training initiatives, hosting product webinars, surfacing feedback patterns, and supporting renewals/expansions cross-functionally.

Location: United States

Salary: $81,000 - $90,000

Company

Product-driven team building AI-native equity and business management tools used by over 8,000 companies including Linear and Runway.

What you will do

• Manage portfolio of 1,200+ early-stage customers, owning activation, adoption, health metrics, and long-term success at scale
• Support renewals by identifying at-risk accounts early and collaborating cross-functionally for timely outcomes
• Design and execute one-to-many onboarding, training, education programs, lifecycle communications, and live webinars
• Surface customer feedback patterns to inform product, enablement, and go-to-market decisions
• Contribute to frameworks, playbooks, segmentation, health scoring, and automated workflows for efficiency
• Work with Marketing, Product, Support, SalesOps to align materials and improve customer experience

Requirements

• Located in United States (US work authorization implied via benefits)
• 1-3 years in Customer Success, scaled/tech-touch CS, or lifecycle/engagement roles
• Experience building/contributing to 0→1 scaled success motion and managing high-volume book of business
• Comfortable with CS tools, customer analytics, data tracking for adoption/engagement
• Excellent written/verbal communication, analytical mindset, project execution from idea to iteration
• Familiarity with high-velocity early-stage/SMB customer programs/workflows

Nice to have

• Experience in equity management, FinTech, or financial tools
• Hands-on with Customer Success Platforms (Gainsight, Totango, ChurnZero)
• Collaboration with Product/Implementation teams
• Interest in AI-enabled customer engagement

Culture & Benefits

• High-performing team with principles like momentum over speed, ideas over egos, conviction over consensus
• Competitive salary/equity, medical/dental/vision insurance, 401(k) match (US)
• Unlimited PTO + winter holiday break, parental leave
• Generous stipends for WFH, learning, wellness, AI tools
• Opportunity to shape product, customer experience, go-to-market strategy