Customer Success Manager

Join a fintech software team supporting strategic credit unions and community banks. You will be the primary advisor to senior customer stakeholders helping them adopt AI-enabled products realize value and grow their partnerships.

• Manage a portfolio of strategic accounts and build trusted relationships with VP- and C-level stakeholders.
• Monitor account health adoption and retention proactively identifying risks and leading recovery efforts.
• Lead executive and quarterly business reviews with data-driven insights and strategic recommendations.
• Partner with Sales to identify and support expansion opportunities across the product portfolio.
• Translate automation adoption and containment metrics into clear customer-facing value narratives.
• Explain the product and relevant AI concepts to customers with technical credibility.
• Share customer feedback and evidence of product gaps or adoption challenges with Product and Engineering.
• Keep CRM records account health indicators and renewal forecasts accurate and up to date.

• Five to ten years of customer success management experience in B2B SaaS.
• Experience managing enterprise or larger mid-market customers including senior executive relationships.
• A bachelors degree and the ability to understand technical products and explain their value.
• At least one year at a venture-backed high-growth startup with experience building or improving customer processes.
• Background in CCaaS conversational AI contact center software or fintech is helpful.
• Familiarity with AI productivity tools such as Claude or ChatGPT.
• Willingness to travel to customer sites across the United States one to two days per month.

Base salary is $148000 to $192000 annually. Visa sponsorship is available.

On-site five days per week in San Francisco California.