Senior Critical Account Manager (Fintech)

TL;DR

Senior Critical Account Manager (Fintech): Managing the end-to-end lifecycle of complex, high-stakes escalations for enterprise customers with an accent on cross-functional coordination and technical problem resolution. Focus on driving systemic improvements, coaching CSMs, and maintaining executive-level relationships within a high-growth SaaS environment.

Location: Must be based in the United States (Remote or Hybrid in Atlanta, Mountain View, New York, or San Diego).

Salary: $144,000–$230,000 (varies by location).

Company

hirify.global is a global financial technology platform powering prosperity for millions of customers through products like TurboTax, QuickBooks, and Mailchimp.

What you will do

• Lead the full critical activation lifecycle for high-value enterprise accounts, including action planning and executive coordination.
• Manage a book of 15–20 active escalation cases, providing senior-level oversight and coaching to CSMs.
• Co-own weekly product and engineering reviews to drive systemic resolution of complex issues.
• Identify patterns in account escalations to provide actionable insights for product and CS leadership.
• Ensure rigorous issue tracking and clear, customer-facing communication throughout the resolution process.
• Identify and surface expansion opportunities within critical accounts to Sales partners.

Requirements

• 5–8 years of experience in enterprise customer success, technical account management, or critical account management.
• Must be based in the United States with authorization to work.
• Proven track record managing high-stakes escalations involving business continuity risk and executive stakeholders.
• Strong working knowledge of ERP platforms, multi-entity financial workflows, or enterprise accounting.
• Proficiency with CRM tools (Salesforce, Airtable) and Jira for issue tracking.
• Excellent written and verbal communication skills, with the ability to present status to senior leadership.

Culture & Benefits

• Competitive compensation package including base pay, cash bonuses, and equity rewards.
• Comprehensive health and wellness benefits for full-time employees.
• Commitment to pay equity and regular internal compensation reviews.
• Collaborative environment focused on customer empathy, inclusion, and professional growth.