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Senior Customer Success Manager

United States · Job Posted June 04, 2026
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Job Description

As an Enterprise Customer Success Manager (CSM), you will own a portfolio of 10-12 accounts of our largest accounts with an average ARR of $300k+. These are complex, relationship-driven customers, all of them Credit Unions. This role spans both executive onboarding during implementation (driving alignment, ensuring the customer is set up for long-term success) and post-implementation success (ongoing adoption, value realization, and growth). The ideal candidate is comfortable moving between tactical execution (helping customers through technical challenges in tandem with our Implementation Engineers) and strategic partnership (advising executives on how to unlock value at scale). This is a remote role open to US-based candidates with a small share of travel (approx. 15%).

Job Responsibility

  • Own a portfolio of 10-12 accounts of our largest accounts with an average ARR of $300k+
  • Drive both executive onboarding during implementation and post-implementation success
  • Move between tactical execution and strategic partnership
  • Build relationships with executive sponsors and key day-to-day contacts
  • Lead the executive onboarding portion of implementations
  • Diagnose early adoption gaps and define clear path to value realization
  • Establish '3 wide, 3 deep' relationships across accounts
  • Partner with internal teams to solve customer challenges and influence roadmap priorities
  • Identify, scope, and prioritize custom build opportunities
  • Lead executive-level QBRs/EBRs
  • Progress 4–5 qualified expansion opportunities with Account Executives
  • Contribute to up-leveling the CS team by running knowledge share sessions
  • Generate customer referrals and contribute to net-new opportunities
  • Generate at least 8 expansion opportunities across book of business

Requirements

  • 7+ years of experience as Customer Success Manager or other customer-facing role in a fast-paced environment
  • Required experience working with Credit Unions, financial institutions, or fintechs directly supporting core financial operations
  • Adjacent fintech experience is acceptable when closely tied to FI workflows
  • Willingness to travel up to 15 percent for QBRs, onboarding workshops, and executive meetings
  • Proven success managing a portfolio of mid-market or enterprise B2B accounts (10-15 accounts max.)
  • Strong executive presence, with the ability to guide senior stakeholders through onboarding, strategic reviews, and difficult trade-offs
  • Resilience and adaptability when working with fragmented or less mature customer organizations
  • Bias to action and ownership mindset, able to move initiatives forward in ambiguous environments while respecting process
  • Commercial acumen with experience identifying and driving expansion opportunities
  • Data fluency, with the ability to interpret customer and operational data, identify trends, and deliver insights that shape strategy and outcomes
  • Strong collaboration skills with a track record of working cross-functionally, especially with product, to deliver customer outcomes
  • Technical fluency and ability to translate product capabilities into business value

What we offer

  • Remote flexibility
  • Unforgettable off-sites twice a year
  • Paid time off (flexible PTO days yearly)
  • Stock options
  • Home office setup budget
  • Work trip budget
  • Health and dental insurance
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