Senior Customer Success Manager - Fintech
You will serve as a strategic advisor to platform and fintech clients, guiding onboarding, integration, and long-term activation of wallet and custody solutions. You will build relationships with executive and technical stakeholders, develop tailored success plans, monitor customer health, run strategic business reviews, identify expansion opportunities, and translate customer feedback into actionable product improvements.
Responsibilities
- Serve as a dedicated advisor to platform and fintech clients
- Build and maintain strong relationships with key stakeholders
- Develop tailored success strategies and define key performance indicators
- Conduct regular check-ins to review progress and align on objectives
- Use customer usage data to provide recommendations that drive adoption
- Lead strategic business reviews with executive and technical stakeholders
- Collaborate with Sales to identify and execute growth opportunities including renewals and upsells
- Work with Solutions Engineering to ensure seamless onboarding and activation
- Translate customer feedback into actionable product improvements
- Monitor customer health metrics, address challenges early, and mitigate churn
- Advise on deployment strategies and best practices across communication channels
Requirements
- 4+ years of experience in account management, customer success, or similar role within technology or financial services
- Proven ability to guide customers through complex technological or operational transitions
- Strong analytical skills to interpret customer data and translate insights
- Experience managing high-value customer portfolios ($2M+ ARR) and driving expansion and renewals
- Ability to create structured success plans and track progress toward outcomes
- Excellent communication skills with executive and technical stakeholders
- Strong problem-solving abilities and proactive mindset
- Project management expertise
- Familiarity with the cryptocurrency ecosystem, trading, or digital asset custody (preferred)
Benefits
- Stock options
- 100% company paid health insurance for employee partner and dependents
- Up to 4% 401k company match
- Paid parental leave
- Paid vacation
- Free custom lunches dinners and snacks
- Computer equipment and workplace furniture