Manager, Customer Success (Fintech)

TL;DR

Manager, Customer Success (Fintech): Leading and developing a Customer Success team responsible for customer retention and net revenue expansion across hirify.global’s unified financial operations platform, with an accent on coaching, forecasting, and performance management. Focus on preventing churn, driving upsell and cross-sell motions, building high-performing teams, and partnering cross-functionally to improve customer outcomes.

Location: Remote-eligible role based in the United States, with compensation determined by geographic zone.

Salary: $133,800–$188,800 USD, depending on geographic zone.

Company

hirify.global is a fintech product company providing financial operations and automation solutions for small and midsize businesses.

What you will do

• Lead, coach, and develop a team of Customer Success representatives responsible for retention and revenue expansion.
• Set objectives, priorities, performance expectations, and structured coaching and development plans.
• Own weekly audits, call reviews, forecasting, pipeline reviews, talent assessments, and performance reviews.
• Drive retention by surfacing at-risk customers early, resolving customer action items, and ensuring contract renewals.
• Increase net revenue through upsell, cross-sell, customer engagement cadences, QBRs, and health checks.
• Partner with Sales, Onboarding, Customer Solutions, Product, Risk, and Finance to resolve escalations and represent the customer voice.

Requirements

• Proven people-leadership experience in Customer Success, Account Management, or a related post-sales function.
• Experience directly managing individual contributors and accountability for team performance and results.
• Demonstrated success in customer retention, net revenue expansion, forecasting, and pipeline reviews.
• Strong coaching skills, including identifying skill gaps, providing actionable feedback, and creating development plans.
• Experience hiring and building high-performing teams and managing performance issues fairly and directly.
• Must be based in the United States for this remote-eligible role.

Nice to have

• Business acumen with finance and accounting workflows.
• Experience serving finance and accounting leaders.

Culture & Benefits

• Purpose-driven, fast-paced environment focused on financial automation and customer impact.
• 100% company-paid employee health, dental, and vision plans.
• HSA and FSA accounts, life insurance, and long- and short-term disability coverage.
• 401(k) retirement plan, employee stock purchase program, and equity eligibility.
• Paid holidays, wellness days, flexible time off, wellness initiatives, and employee assistance programs.