Senior Manager, Customer Success (Fintech)

TL;DR

Senior Manager, Customer Success (Fintech): Leading a high-performing team of support managers to drive operational excellence and world-class service for a retirement savings platform with an accent on specialized support workflows and data-driven performance management. Focus on coaching leadership tiers, resolving complex escalations, and scaling support systems to ensure high-accuracy resolutions for small and medium-sized businesses.

Location: Must be based in Lindon, Utah

Salary: $95,000 - $115,000 annually

Company

hirify.global is a high-growth fintech company on a mission to make retirement benefits affordable and accessible for small and medium-sized businesses.

What you will do

• Lead and develop a multi-layered team of Support Managers through coaching and mentorship.
• Execute specialized support strategies to drive service excellence and resolution accuracy.
• Monitor team performance against key KPIs including CSAT, Resolution Rates, and SLA adherence.
• Serve as an escalation point for complex customer issues and sensitive regulatory situations.
• Partner with Product, Operations, and Engineering to identify root causes of customer friction.
• Oversee the creation and maintenance of SOPs and specialized training materials.

Requirements

• 5+ years of experience leading and developing people leaders in large-scale support organizations (100+ headcount).
• Expert-level experience in high-profile customer escalations and complex regulatory issues.
• Proven track record in architecting and refining support workflows and operational processes.
• Ability to communicate with professional authority across all channels and organizational levels.
• Must be based in or able to work from Lindon, Utah.
• Strong alignment with customer-obsessed and autonomous leadership principles.

Culture & Benefits

• Comprehensive 401(k) plan with 4% employer match and $0 plan fees.
• Top-tier health, dental, and vision insurance plans.
• Competitive time off and parental leave policies.
• Financial wellness tools, mental health support via Lyra, and fertility benefits via Carrot.
• Monthly work-from-home stipend and quarterly lifestyle stipend.
• Engaging team-building experiences and collaborative office culture.