Customer Success Manager

This is not a “client servicing” role where you nod along on calls and send status updates nobody reads. This is a retention-and-expansion role where you own the number.

Our client is an AI-powered services company scaling past 1,000 people. We serve unicorn fintechs and data infrastructure providers used by the Mag-7. Enterprise accounts are the backbone of this company - and we need someone who can manage, retain, and grow them.

You are the client’s first call when something breaks and their last call before they renew. If a client churns on your watch, it is your failure. If a client expands, it is your win. There is no “team effort” caveat. You own the relationship, the revenue, and the outcome.

THE TRADE-OFF

What you give: Your full focus, 6 days a week. Your ego (you will be told your QBR deck is not good enough). Your comfort with “good enough” (our clients pay enterprise rates and expect enterprise outcomes). Your time zone flexibility - you will work US hours.

What you get: Front-row exposure to how unicorn fintechs operate. Direct relationships with C-suite stakeholders at companies most people only read about. A masterclass in enterprise account management at a company growing faster than your last three employers combined. You will learn more about client retention in 12 months here than in 5 years at a SaaS company running playbooks someone wrote in 2019.

THE SCOPE OF WORK

1. Account Ownership (50%)

* Retention Machine: You own renewal rates. You do not wait for the contract to expire to start the conversation. You are running health checks, flagging risk 90 days out, and building expansion proposals before the client even thinks about shopping around.

* Escalation Handler: When delivery slips, quality drops, or a client is frustrated - you are the first responder. You do not forward the email to ops and wait. You triage, communicate, and fix. If the client has to escalate past you, you have already failed.

* Revenue Expansion: You identify upsell and cross-sell opportunities as a reflex. If a client is using 30% of our capability, that is your problem. You build the business case, walk the client through ROI, and close the expansion.

2. Client Operations (30%)

* Onboarding Architect: You design and own the onboarding experience. Timelines, milestones, success criteria, internal handoffs- all locked before kickoff. No client should ever ask “what happens next?”

* QBR Owner: Quarterly business reviews are strategic conversations, not slide readings. You show the client their ROI in hard numbers, flag risks before they become problems, and propose the next phase of expansion.

* Ops-CS Bridge: You sit between the client and the operations team. You translate client expectations into operational specifications and operational constraints into client-friendly language. You are fluent in both worlds.

3. Product Feedback & Internal Advocacy (20%)

* Voice of the Client: Product gaps, delivery friction, feature requests - you synthesise client feedback into structured, data-backed briefs for the product and engineering teams. Not “the client is upset.” Actionable intelligence.

* Process Builder: You identify patterns across your accounts. If three clients have the same onboarding friction, you don’t fix it three times - you build the system that prevents it permanently.

THE DNA

* Enterprise-Grade: You have managed enterprise clients before. Not SMBs. Not startups. Enterprise - with procurement cycles, multi-stakeholder decision-making, and SLA expectations. If your biggest account was a $500/month self-serve client, you are not ready.

* Revenue-Minded: You think in NRR, logo retention, expansion MRR, and unit economics. If you have never personally owned a revenue or retention number, you are not ready.

* Operator, Not Presenter: You do not just build the deck. You build the system behind the deck - health scoring, risk flags, renewal tracker, automated alerts that fire before things go wrong.

* Technically Fluent: You understand the product deeply enough to have technical conversations with clients without pulling in an engineer. You can explain AI-powered workflows, data pipelines, and quality metrics in language a CFO understands.

* AI-Native: You use AI to speed up everything. Account research, meeting prep, client comms, reporting- AI is your co-pilot, not a novelty.

* Vibe Coder: You can build your own tools. Client health dashboard, automated renewal tracker, alert system that pings you when usage drops. Reading, writing, vibe coding - those are the three basics now.

* Curious About the Industry: Bonus if you have a background in finance, expert networks, or financial data. If not, you must show genuine curiosity about AI and how it intersects with financial services. We do not need you to be an expert on day one. We need you to be the kind of person who becomes one by month three because you cannot help yourself.

* Discretion is Currency: You will see client contracts, revenue data, and internal performance metrics. A single breach of trust is a single-strike exit.

THE PROFILE

* Experience: 3–7 years in Customer Success, Account Management, or Client Operations at a B2B tech, SaaS, or high-growth services company. Must have managed enterprise accounts - this is non-negotiable.

* Geography: Remote is fine - the work is not. Must be comfortable working US time zones.

* Background: You might be a CS manager at a SaaS company tired of running playbooks someone else wrote. An ops lead at a BPO who already manages client relationships but wants to own the number. An account manager at a fintech who wants to go deeper on retention and expansion instead of just closing. Someone from the world of finance, expert networks, or financial data who wants to move into a high-growth AI company.

* Intelligence: You are the person clients ask for by name. When things go wrong, your team looks at you first.

* Hunger: You are in a season of life where proving what you can do matters more than a comfortable title at a comfortable company.

COMPENSATION

* Base: Competitive monthly salary

* Performance: Bonuses tied to retention rates, expansion revenue, and client NPS

* Growth: This is a track to Head of Customer Success. Build the playbook, prove the model, run the function