Customer Success Manager

About the role

Industry: Agentic AI & Financial Technology

Tasks

• Manage a portfolio of strategic credit union and community bank accounts.
• Build trusted relationships with VP- and C-level executives.
• Drive customer onboarding, product adoption, retention, and account health.
• Lead Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs).
• Identify account risks and develop proactive retention strategies.
• Partner with Sales teams to drive upselling and cross-selling opportunities.
• Improve Net Revenue Retention (NRR) through account expansion.
• Translate AI platform performance into measurable business value and ROI.
• Collaborate with Product and Engineering teams to improve customer experience.
• Manage renewals, forecasts, account health, and CRM documentation.

Requirements

• 5–10 years of experience in Customer Success Management.
• Strong background managing strategic or enterprise accounts.
• Proven experience engaging VP- and C-level stakeholders.
• Track record of customer retention, renewals, and account growth.
• Strong understanding of SaaS products and customer adoption.
• Ability to explain AI and technical concepts to business stakeholders.
• Excellent communication, presentation, and relationship management skills.
• Experience with financial institutions, banking, or credit unions is highly valuable.

Schedule

• On-site, 5 days a week
• Full-time

Pay

• Base Salary: $148K–$192K
• OTE: $185K–$240K (80/20 base-variable split)

Location

• San Francisco, CA – Financial District