Senior Customer Success Manager

• We are looking for an experienced Senior Customer Success Manager with a high degree of ownership, a proactive approach, and the ability to influence key stakeholders to serve as a strategic partner to our clients
• As a Findigs Senior CSM, you will own the post-sale lifecycle for a portfolio of accounts, focusing on driving platform adoption, demonstrating value, and fostering long-term partnerships
• Drive net new revenue growth and retention across a portfolio of clients, ensuring they achieve their business outcomes using the Findigs platform
• Develop and execute strategic account plans that encourage platform adoption, retention, and expansion opportunities within your portfolio
• Lead executive business reviews (EBRs) and quarterly business reviews (QBRs) with key client stakeholders to report on value, share insights, and align on future goals
• Navigate org-level complexity with ease, build deep relationships with client leadership up to the VP/C-suite level, and operate as a trusted strategic advisor
• Build and iterate on how we work leveraging AI; you’ll use AI tools (including but not limited to Claude, Pylon, and other workflow automation tools) across the CS lifecycle to continuously identify repeatable manual work and automate it
• Proactively monitor account health and product usage to identify and mitigate risks, while also uncovering opportunities for growth and expansion
• Partner with Sales and Implementations to facilitate seamless handoffs from the sales cycle and collaborate on renewal and expansion strategies
• Act as the voice of the customer, translating complex client feedback and requirements into actionable insights for our Product and Engineering teams
• Lead in scaling and refining our customer success practice by helping define playbooks, processes, and best practices for our enterprise segment
• Navigate and resolve complex client escalations with a sense of urgency, collaborating with internal teams to ensure timely and effective resolution
• Mentor and guide members of the Customer Success team, sharing your expertise in enterprise account management

Benefits

• NY HQ & Remote positions: You’ll find great people, good dogs, and free lunch in our NoHo office. Not in NY? We’ve got remote-friendly roles, too
• Unlimited time off: Our vacation minimum urges you to take the time you need to recharge, and focus on life outside of work
• Stock options: We want everyone to share in our success. When you join, you’ll get pre-IPO equity
• 95% coverage: You’re fully covered for medical, dental, and vision insurance. Dependents are covered at 90%
• Wellbeing Fridays & stipend: We’re fans of long weekends and free workouts. Enjoy a fitness stipend, and an extra Friday off every month
• 401(k) matching: Get a 4% match on any contributions to your retirement savings

• Fundamentally, this role is about building deep relationships and championing the success of our customers, so we’d love to hear from candidates who are strategic problem-solvers, skilled relationship builders, and comfortable navigating the complexities of large organizations
• Experience with CRM and customer success platforms (e.g., Salesforce, HubSpot, Gainsight)
• Strong analytical and problem-solving skills with the ability to navigate ambiguous, complex client situations
• Exceptional presentation and communication skills, with the ability to translate complex, technical concepts clearly and concisely to diverse audiences
• A track record of driving product adoption, managing renewals, and identifying expansion opportunities within a client base
• Willingness to embrace the unstructured, fast-paced environment of a high-growth startup
• A builder mindset when it comes to AI; you’re highly proficient in Claude, ChatGPT, or other workflow automation tools to automate repetitive work or build something that didn’t exist before. You don’t wait for a better tool to be handed to you—you find it or build it yourself
• 6+ years of experience in a customer-facing role, with a strong focus on managing a portfolio of complex accounts in a B2B SaaS or consulting environment
• Proven ability to build and maintain strategic relationships with senior executives and key stakeholders
• Deep understanding of customer success principles, methodologies, and best practices
• Experience in Proptech or Fintech