Strategic Customer Success Manager - Remote

Overview

As the Strategic Customer Success Manager, you will oversee some of our most strategic FinTech relationships and play a critical role in helping them succeed on our platform. You’ll be a trusted advisor to our FinTech partners–driving adoption, deepening engagement, and identifying new opportunities for growth.

In Short

• Own and grow a portfolio of FinTech clients, acting as their strategic partner and advocate.
• Lead the development and execution of account plans that align with client goals and maximize platform value.
• Proactively identify opportunities for expansion, product adoption, and deeper integration.
• Serve as the primary point of contact for client escalations, collaborating cross-functionally.
• Guide FinTechs through the full customer journey, from onboarding to renewal.
• Build trusted relationships with key stakeholders and become a thought partner.
• Partner with internal teams to deliver feedback and shape roadmap priorities.
• Track and analyze usage, KPIs, and customer health to inform engagement strategy.
• Champion your clients internally and ensure they have the needed support.

Requirements

• 6+ years of experience in customer success, account management, or partner management.
• Experience managing and growing strategic accounts with complex requirements.
• Deep understanding of the FinTech landscape, including compliance considerations.
• Strong relationship-building and communication skills.
• Track record of driving product adoption and retention.
• Ability to lead cross-functional initiatives and collaborate with internal teams.
• A proactive, solutions-oriented mindset.
• Comfort with CRM tools like Salesforce.
• Experience working in early-stage startups.

Benefits

• 100% employer paid medical, dental, and vision benefits.
• Employer contribution to HSA for US employees.
• Annual HCSA and extended health care coverage for Canadian employees.
• 401(k) for US employees and RRSP for Canadian employees.
• Mental health resources available for all employees.
• Unlimited paid time off.
• Generous paid new parent leave program.
• Home office setup stipend.
• Stock options program for all employees.
• Growth potential and opportunity to impact the company's journey.