Manager, Customer Success (Fintech)

TL;DR

Manager, Customer Success (Fintech): Leading and scaling the Customer Success department by managing a team of CS Leads and driving operational improvements with an accent on people management, escalation handling, and process optimization. Focus on improving support quality, automating workflows via AI tools, and scaling a high-growth B2C personal finance product.

Location: Remote (US)

Compensation: $125,000 – $145,000 + Equity

Company

hirify.global is a personal finance platform designed to simplify financial management and help users reach their financial goals.

What you will do

• Lead, coach, and develop a team of Customer Success Leads, providing ongoing feedback for growth.
• Manage workload capacity and prioritization to ensure balanced coverage and high-quality outcomes.
• Own and resolve complex customer escalations, collaborating with senior leadership when necessary.
• Identify recurring issues and partner with CS Ops to design and execute long-term solutions.
• Maintain internal documentation and update customer-facing Help Center content for clarity and accuracy.
• Collaborate cross-functionally to lead department projects and process improvements.

Requirements

• Must be based in the US.
• 5+ years of experience in customer-facing success or support roles.
• At least 3 years of experience providing email support for an online B2C consumer product.
• 2+ years of experience as a people manager with direct reports.
• Strong verbal and written communication skills with clear decision-making.
• Ability to operate autonomously in a fast-paced remote startup environment.

Nice to have

• Knowledge of Personal Finance Management (PFM).
• Experience supporting subscription-based B2C apps.
• Experience implementing CS AI tools and workflow automation.

Culture & Benefits

• Fully remote work environment with no central office.
• Competitive cash and equity compensation in an early-stage growth company.
• Stipend to set up your ideal home office environment.
• Comprehensive US benefits including medical, dental, vision, and 401k.
• Unlimited PTO and a "First Friday" monthly day off for recuperation.

Hiring process

• Recruiter and Hiring Manager video calls.
• Virtual onsite round consisting of two interviews.
• Take-home assignment.
• Final interview and reference checks.