Customer Success Manager, Fintech

Lead the success, retention, and growth of a portfolio of strategic customer accounts, acting as a trusted senior advisor to execute day-to-day commercial activities including executive-level contacts and strategic reviews. Define and drive customer success strategies aligned to business objectives, own health metrics and SLA outcomes, and proactively manage risks and escalations to resolution. Identify expansion, renewal, and optimization opportunities while partnering with sales, account management, and leadership teams. Mentor and support Customer Success Managers and Account Managers, providing guidance on account strategy, performance management, and best practices. Deliver executive-level reporting, insights, and recommendations on account performance, risks, and growth opportunities. Contribute to customer success strategy, process design, and service model evolution to improve retention, customer satisfaction, and revenue outcomes.