Senior Customer Success Manager (Fintech)

Location: US-based, remote, covering AMER customers

Company

hirify.global builds infrastructure for digital financial services and compliance between regulated institutions, with nearly 50 employees across 14 countries.

What you will do

• Own enterprise customers from signature through implementation, adoption, business reviews, renewal, and expansion.
• Map customer organizations to identify growth opportunities across business units, entities, regions, and products.
• Run renewals and upsells, including pricing, commitments, and discussions with economic buyers.
• Support customer integration teams with API documentation, test calls, transaction and webhook data, and integration diagnosis.
• Guide customers through Travel Rule programmes and stablecoin payment products while keeping long implementations on track.
• Build relationships across compliance, operations, engineering, and executive stakeholders; maintain records in HubSpot and participate in some after-hours on-call duty.

Requirements

• Must be based in the US and able to cover AMER customers.
• Senior experience in Customer Success or Account Management at a crypto, fintech, regtech SaaS company, or another complex technical business, with ownership of enterprise customers.
• Ability to work with API documentation, read requests and responses, diagnose integration issues, and communicate effectively with customer engineers.
• Experience owning renewals and upsells, negotiating pricing, and carrying retention or expansion targets.
• Experience growing existing customers, managing the full lifecycle from onboarding to expansion, and collaborating with Sales.
• Strong judgement, autonomy, attention to detail, and patience with long enterprise cycles and committee-based decisions.

Nice to have

• Experience with Travel Rule, stablecoin payments, or digital asset compliance.
• Experience at a company that moved up-market into enterprise.
• Solutions engineering, implementation, or technical account management background.
• Experience with banks and regulated financial institutions entering digital assets.
• Experience building Customer Success processes and playbooks from scratch.

Culture & Benefits

• Remote work for a US-based role supporting AMER customers.
• Autonomous, hands-on environment with responsibility for customer outcomes.
• Opportunity to work with financial institutions and fintechs launching digital asset products.
• Some after-hours on-call duty is required.