Customer Success Manager

**About finally** finally is one of America’s fastest\-growing and most exciting fintech companies, focused on being the premier financial automation platform for SMBs. Our innovative product suite integrates Credit \& Banking, Billing \& Invoicing, Bookkeeping, and Taxes, all harmonized through cutting\-edge artificial intelligence to aid Small to Medium\-sized businesses. Finally aims to declutter financial operations, providing businesses with a seamless financial journey, allowing them to focus on what truly matters – their growth. We’re headquartered in sunny South Florida and we raised **$200 million dollars just in 2024** to bolster our growth, to innovate, and to continue to serve our customers. Our company has more than 250 individuals today across 3 offices. **We’re proud to serve as the official corporate card and spend management platform for iconic sports franchises like the Florida Panthers, Miami Heat, and Chicago Bulls.** **Position: Customer Success Manager** As a Customer Success Manager, you are the primary advocate for a portfolio of SMB customers using our corporate cards and expense platform. You will focus on driving long\-term customer value through proactive engagement, consistent relationship management, and a strong understanding of how customers use finally to run their financial operations. **What You’ll Do:** * **Own a Customer Portfolio:** Manage a large portfolio of SMB customers using finally’s corporate cards and expense platform, maintaining end\-to\-end accountability from onboarding through ongoing adoption, retention, and expansion.. * **Drive Adoption \& Spend Growth:** Monitor customer usage and spend patterns to identify engagement gaps, reduce risk, and proactively drive increased card utilization and feature adoption across your book of business. * **Act as a Trusted Advisor:** Build strong, consultative relationships with customers by understanding their financial workflows, business needs, and long\-term goals. Align finally’s AI\-powered tools to help customers operate more efficiently and scale with confidence. * **Solve Complex Challenges:** Resolve customer inquiries via phone, email, and chat with urgency and precision, addressing more complex financial, technical, and operational scenarios while identifying root causes and long\-term solutions. * **Manage Escalations End\-to\-End:** Own customer escalations from start to finish, partnering closely with Sales, Product, Risk, Engineering, and Support to ensure timely resolution and clear, consistent communication. * **Support Retention \& Growth:** Proactively assess customer health, identify churn risks, and uncover expansion opportunities within your portfolio. Share insights and feedback to help improve customer outcomes and inform internal teams. **What We Are Looking for** * **Relevant Experience:** 2–4 years of experience in Customer Success, Account Management, or Sales, ideally within SaaS, Fintech, or a high\-growth environment. * **Results\-Oriented:** Experience managing a portfolio of accounts with demonstrated success driving retention and account growth, supported by data, metrics, or performance outcomes. * **Consultative Communicator:** Able to build trust with customer stakeholders and clearly explain financial or technical concepts across phone, email, and chat.. * **Analytical \& Data\-Informed:** Comfortable using data and trends to drive adoption, improve retention, and prioritize customer engagement. * **Tech\-Forward:** Comfortable working with modern tools and AI\-powered workflows; experience with Zendesk, Intercom, or CRMs is a plus. * **Problem Solver:** Proactive, resourceful, and comfortable navigating ambiguity while managing a high\-volume book of business. * **Detail\-Oriented:** Precise and dependable when managing financial data, customer configurations, and compliance\-related workflows. * **Nice to Have:** Exposure to accounting concepts or tools such as QuickBooks, Xero, or NetSuite. **Why Join Finally (Customer Success)?** At Finally, we work hard, move fast, and take pride in delivering exceptional customer experiences. * **Build \& Scale:** Join a high\-growth fintech backed by $200M\+ in funding, where Customer Success plays a critical role in shaping how we support and grow our customers. * **Real Impact:** You’ll partner with SMBs—the backbone of the economy—helping them adopt smarter financial tools and succeed long term. * **Ownership \& Growth:** Be a trusted advisor to your customers, with opportunities to influence product feedback, processes, and your own career path as we scale. * **Competitive Compensation:** Competitive salary and equity, so you share directly in the company’s success. **Location:** Full\-time, in\-office (M\-F, 9:00 AM–6:00 PM) in South Florida. **Benefits** * Health insurance * Dental insurance * Employee stock purchase plan * Paid time off * Vision insurance