Manager, Scaled Customer Success (Fintech)

TL;DR

Manager, Scaled Customer Success (Fintech): Leading the Scaled CSM team and owning the strategy for employer client value with an accent on automated success motions and CS Operations. Focus on building scalable systems, improving customer health metrics, and optimizing the B2B2C customer lifecycle.

Location: Remote (US)

Compensation: $115,000 - $150,000

Company

hirify.global is a fast-growing earned wage access (EWA) fintech serving millions of employees in the U.S.

What you will do

• Lead and mentor the Scaled CSM team, managing both human-led and automated success motions across employer clients.
• Oversee the Customer Success Operations function, building the necessary tools, systems, and analytics for scale.
• Define and execute scalable strategies to drive platform adoption and employee engagement.
• Collaborate cross-functionally with Implementation, Sales, Product, and Support for a seamless onboarding-to-renewal experience.
• Analyze customer health data to flag risks and prioritize interventions at scale.
• Manage escalations and develop customer lifecycle content, including playbooks and campaigns.

Requirements

• 5+ years of experience in Customer Success or Account Management within SaaS.
• At least 2 years of experience managing people.
• Experience building or managing scaled customer success programs or CS operations.
• Proven track record of success in B2B2C models or HRTech.
• Must be based in the US.

Nice to have

• Experience in Fintech, HR tech, or payments.

Culture & Benefits

• Flexible PTO and parental leave.
• Comprehensive Medical, Dental, Vision, Life, and Disability coverage.
• Monthly stipend and equity options.
• Culture of diversity, data-driven action, and rapid adaptation.