Customer Success Manager

A leading AI-driven risk decisioning platform is transforming how banks, fintechs, and digital-first organizations manage fraud, credit, and compliance risk. By leveraging advanced artificial intelligence, this company empowers its clients to operate securely and efficiently in a rapidly evolving financial landscape.

As a Customer Success Manager (CSM), you’ll play a pivotal role in ensuring customers realize measurable value from the platform. You’ll be responsible for building and nurturing strong client relationships, driving retention and growth, and acting as the strategic advisor who helps customers achieve their business outcomes. If you’re passionate about solving complex challenges, collaborating with top talent, and making the digital world safer, this opportunity is designed for you.

Benefits

• Compensation & Equity: Competitive salary with equity packages, plus a 401(k) plan.
• Flexibility: 100% remote-first culture, giving you the freedom to work from anywhere in the U.S.
• Health & Wellness: Comprehensive health, dental, and vision coverage for you and your dependents—fully covered by the employer (U.S. & Canada).
• Time Off: Unlimited PTO to maintain balance and recharge when you need it.
• Culture & Community: Family-friendly environment with regular team events, virtual gatherings, and offsite retreats.
• Professional Growth: Unmatched learning opportunities with industry veterans and exposure to cutting-edge AI technologies.
• Work Setup: Home office setup assistance to ensure you’re equipped to succeed.
• Impact: Directly contribute to making online transactions safer and financial systems more resilient.

Responsibilities

• Partner with executives and decision-makers to deliver measurable results through scalable, value-focused engagements.
• Proactively monitor customer account health and focus on areas with the highest impact.
• Drive retention and expansion by conducting business value reviews, facilitating renewals, and leading growth-oriented conversations.
• Translate data-driven insights into repeatable, automated processes that deliver long-term value.
• Enhance customer success processes, playbooks, and tools to scale engagement without compromising quality.
• Advocate for the customer internally by gathering feedback and transforming it into actionable requests that improve the product and experience.

Requirements

• Experience: At least 3 years in SaaS customer success, consulting, or a related field.
• Analytical Strength: Ability to link technical details to tangible business outcomes.
• Project Management: Proven organizational and follow-through skills with a strong work ethic.
• Multitasking Ability: Comfortable managing multiple customer journeys while maintaining quality.
• Problem Solving: Skilled at diagnosing issues quickly and driving timely resolutions.
• Process Improvement: Passion for optimizing workflows and creating scalable customer success models.
• Relationship-Building: Strong communication skills with the ability to engage stakeholders across all levels, from day-to-day users to executive sponsors.
• Growth Mindset: Experience managing renewals and expansions, ideally in a scalable environment.