Customer Success Manager
$130,000–$150,000 year
On-site · New York City, New York, United States
Job Summary
Customer Success Manager at FINNY responsible for owning advisor relationships, leading onboarding and training, driving adoption of the platform, and shaping customer outcomes at scale. You will serve as the primary point of contact for advisors, run structured onboarding and training sessions, help build sustainable prospecting rhythms and campaigns, host weekly office hours, and collaborate with product/design to surface insights and improve the platform. You will track customer health, manage risk, and develop playbooks for onboarding, adoption, and expansion, while leveraging CRM and engagement tools to deliver measurable results for fintech/wealth-management customers.
Required Qualifications
- 4+ years of Customer Success or related client-facing experience in SaaS
- Experience onboarding and supporting customers in a fast-growing startup
- Strong communication skills with the ability to coach, guide, and motivate customers
- Comfortable facilitating office hours, live trainings, workshops, and structured walkthroughs
- Experience partnering with product teams and influencing roadmap
- Tech savvy; eager to learn new technologies and keep up with our ever-changing product
- Strong problem-solving ability; thrives in ambiguity and builds structure from scratch
- High ownership mindset—holds themselves accountable for customer outcomes
- Experience in fintech, wealth management, or marketing tech
- Background in consulting, finance, or operations
- Comfortable working with customers with various degrees of technology, prospecting, and marketing experience
- Ability to build documentation, training programs, and internal processes
- Familiarity with CRM tools, customer health scoring, or customer engagement platforms
- You elevate everyone around you with clear communication and strong organizational habits
- You enjoy wearing multiple hats and stepping into areas outside your job description when needed
- You are energized by customer interaction and internal collaboration in equal measure
- You iterate quickly, gather feedback often, and move fast without sacrificing quality
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