Customer Success Manager
Skills
- 3+ years in customer success, account management, or client-facing roles
- Strong written and verbal communication skills
- Experience with CRM tools (HubSpot, Zendesk) and ticketing (Jira/Confluence)
- Comfort with analytics dashboards and client health tracking
- Familiarity with KYC/AML workflows and regulated-fintech environments
- Proven problem-solving and relationship management capabilities
- Experience training clients and running webinars or live demos
Responsibilities
- Guide clients through login, MFA, account setup, KYC, and platform familiarization to minimize escalations
- Proactively identify and re-engage stalled clients through webinars, training, and outreach
- Handle routine client inquiries via chat/email and escalate complex or compliance-sensitive issues appropriately
- Monitor and improve chatbot performance and maintain a centralized knowledge base for scalable support
- Partner with Brokers, Operations, Product, and SysOps to ensure feature readiness and relay client feedback
- Use Jira, Confluence, CRM (HubSpot/Zendesk), and analytics to monitor client health and adoption metrics
- Provide visibility into customer issues and align internal stakeholders on priorities
- Support revenue enablement efforts by identifying upsell opportunities as the function matures
- Ensure adherence to KYC, AML, and data security requirements and escalate compliance issues
Education
- Bachelor's degree or equivalent experience preferred
- Ongoing professional development in customer success or fintech strongly encouraged
Benefits
- Competitive salary with annual bonus opportunity
- Hybrid work model (2-3 days/week in SoHo office)
- Health, dental, and vision insurance (typical in fintech roles)
- Paid time off and paid holidays
- Professional development and training opportunities
- 401(k) or retirement savings plan (subject to company policy)
- Inclusive equal opportunity workplace and background check upon offer
Average salary estimate
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