Customer Success Lead (Fintech)

TL;DR

Customer Success Lead (Fintech): Leading and developing a high-performing team of Customer Success Managers to drive utilization, retention, and expansion for SMB and mid-market healthcare customers with an accent on multi-product growth across fintech, marketplace, and AI software offerings. Focus on coaching the team through complex commercial motions, scaling operational processes, and ensuring execution in a fast-paced, VC-backed environment.

Location: Must be based in Washington, D.C. (Hybrid: 4 days in-office, Wednesdays remote).

Company

hirify.global is a high-growth, VC-backed fintech company building a comprehensive platform for healthcare businesses.

What you will do

• Coach and develop a team of CSMs to meet goals for customer utilization, retention, and expansion.
• Drive business performance by identifying risks and removing blockers for card spend and AI software consumption.
• Lead commercial motions including renewals, pricing negotiations, and complex expansion opportunities.
• Run the team's operating cadence, including weekly business reviews and performance tracking.
• Partner cross-functionally with Sales, Product, and Finance to improve onboarding and adoption.
• Scale the organization by contributing to hiring, playbooks, and process improvements.

Requirements

• 7+ years of total work experience in Customer Success or Account Management within high-growth technology companies.
• Proven track record as a frontline people leader in SMB or mid-market environments.
• Experience in VC-backed companies during Series B through D growth stages.
• Demonstrated ability to own commercial negotiations and expansion conversations.
• Strong analytical skills and comfort using data to drive team performance.
• Must be based in Washington, D.C. and able to work from the office 4 days per week.

Nice to have

• Experience supporting high-velocity SMB/MM customer segments.
• Background in healthcare technology environments.

Culture & Benefits

• Equity participation for all employees.
• Comprehensive health, vision, and dental insurance options.
• Generous employer 401K match.
• Hybrid work policy with a designated remote day.