Customer Success Manager

You will act as the primary contact for B2B and enterprise customers, guiding them from contract signature through launch, activation, expansion, and renewal. You will ensure customer satisfaction and retention, manage escalations with empathy, forecast partner growth, drive product adoption, deliver QBRs and executive reports, and represent partner needs internally to influence priorities and resolve obstacles.

Responsibilities

• Act as primary contact for B2B and enterprise customers from launch to renewal
• Ensure customer satisfaction, retention, and success
• Manage escalations internally and externally with focus on customer empathy
• Maintain regular contact to understand priorities and monitor progress toward key results
• Identify and mitigate relationship and commercial risks
• Forecast partner growth and monitor progress toward shared goals
• Drive adoption of new and existing platform features
• Identify and disseminate best practices and pitfalls
• Represent partner needs across product, marketing, and operations
• Provide internal communication and reporting on account status, health, and risk
• Develop and execute customer success strategies
• Deliver QBRs and executive reports aligning customer goals to platform outcomes
• Own onboarding, activation, expansion, and renewal post-signature
• Collaborate cross-functionally to champion partner needs and influence roadmap

Requirements

• 4-6 years of experience in a customer success role managing customer relationships
• Comfortable working EMEA hours (GST/GMT/ET) in a remote setup
• Understanding of SaaS and APIs
• FinTech experience, especially with broker-dealer business
• Exposure to both large and small companies
• Ability to work remotely and independently and self-manage time and obligations
• Flexibility to jump in where and when needed
• Desire to learn
• Ability to manage customer relationships across various-sized companies
• Team player with ownership, transparency, and partner-first mindset

Benefits

• Stock options
• Health benefits
• One-time home-office setup stipend (USD 500)
• Monthly stipend (USD 150) via Brex Card