Customer Success Manager (Fintech)

TL;DR

Customer Success Manager (Fintech): Managing a portfolio of SMB private practices to drive consumption and retention with an accent on revenue expansion and churn reduction. Focus on translating complex technical and fintech concepts into actionable value and executing high-volume multi-channel outreach.

Location: Hybrid (Washington, DC). Team members work from the office four days per week, with Wednesdays designated as work-from-home.

Company

hirify.global provides technology and fintech solutions tailored for private medical practices.

What you will do

• Manage a portfolio of 100+ SMB customers, taking full accountability for consumption, retention, and net revenue expansion.
• Drive product utilization across finance, marketplace, and AI tools by identifying and unblocking low-spend accounts.
• Reduce churn through proactive risk identification and structured save motions.
• Execute upsell and cross-sell opportunities to grow spend and adoption of new products.
• Conduct high-volume, multi-channel outreach via phone, SMS, and email to drive customer behavior change.
• Design, test, and scale repeatable playbooks to improve performance across the CSM team.

Requirements

• 5+ years of Customer Success or Account Management experience in a high-velocity SMB or Middle Market environment.
• Proven track record of achieving performance metrics such as GDR, NDR, and consumption.
• Experience in early-stage VC-backed environments with a demonstrated operator mindset.
• Exceptional communication skills, specifically for high-volume phone-based outreach.
• Ability to simplify complex financial and technical concepts for non-technical users.
• Bachelor's degree or equivalent from an accredited institution.

Culture & Benefits

• Equity ownership in the company.
• Competitive salary based on experience and contributions.
• Comprehensive health, vision, and dental insurance options.
• Generous employer 401k match.
• Hybrid work policy with a flexible Wednesday WFH day.