Own a book of customer accounts post-sale and build the operational backbone that keeps every one of them regulator-ready. You are the customer's day-to-day partner from kickoff onward: running implementation, driving the escheatment cycle, and designing the processes and tooling that let us scale service quality as the book grows. The metrics that matter are client satisfaction, retention, and on-time regulatory delivery.
This is a doer role with an operator's brain. You'll run your own book, not manage one - but you'll also build the systems, playbooks, and reporting that make the next CSM's ramp twice as fast. Customers are banks, credit unions, brokers, and fintechs. The stakes are regulator-facing, so quality and timeliness are non-negotiable.
This role can be based in our New York City office or fully remote, with the expectation of quarterly travel to NYC.
Role Responsibilities- Implementation and onboarding: Scope the customer's data, map their state filings, share the cycle calendar, and get them to first successful escheatment without surprises
- Cycle management: Drive every customer through their escheatment cycles on time and audit-clean, from due diligence mailings through state remittance
- Account ownership: Be the named point of contact for a defined book and build trust with compliance, ops, and finance stakeholders on the customer side.
- QBRs and operating cadence: Run quarterly business reviews that show customers the value delivered and surface what's next
- Cross functional friend: Define the internal operating rhythm that keeps the team sharp (weekly syncs, cycle readiness reviews, post-mortems). When something should work better - own the coordination with internal ops and engineering. Follow escalation paths, SLAs, and feedback loops so issues get triaged and resolved systematically, not ad hoc
- Voice of customer: Feed product and ops the patterns you see, with enough specificity that something gets built or fixed
- Reporting and account analytics: Provide feedback on the dashboards and reporting cadences that give you and leadership visibility into account health, cycle progress, and risk. Use data to drive decisions, not gut feel
- Documentation: Keep account state, playbooks, and runbooks in shape so anyone on the team can pick up your book on a Tuesday
About You- At least 5 years in customer success, account management, implementation, or client services at a B2B SaaS or fintech company
- Track record managing a book of business with measurable retention and satisfaction outcomes
- Proven ops builder. You've created processes, playbooks, or internal tooling that scaled a team's capacity, not just run existing ones
- Comfort with regulated, deadline-driven work. You don't miss filings and you don't let your customers miss them
- Strong project management instincts. You can run ten parallel customer workstreams without dropping any
- Clear writer and clear talker. Customers trust you because you tell them what's actually happening
- Analytical chops. You are comfortable building dashboards, tracking KPIs, and using data to prioritize. Fluent in spreadsheets and CRM.
- A bias for action and ownership. You'd rather ship something simple that works than wait for something comprehensive that doesn't exist yet
Nice To Have- Familiarity with financial institutions, credit unions, banking, or fintech and the key players in the space
- Direct experience with escheatment or unclaimed property workflows
- Early-stage startup experience (pre-Series B) where you helped build from the ground up
- Implementation or onboarding experience for technical products handling customer data
- Experience designing internal tools, workflows, or automations (Retool, Zapier, scripting, or similar)
Compensation & Benefits- Competitive compensation package and equity plan
- Health, dental, and vision insurance with 100% premiums covered for you
- Unlimited PTO (and yes, we expect you to use it!)
- 401(k) plan with a company match
- OneMedical membership
- Short-term and long-term disability insurance
- Company-paid life insurance
- Monthly pre-tax commuter benefits available
- Learning and development stipend for continuing learning opportunities
- Financial support for relocation
We have ambitious plans. Our success will depend on our ability to build a thoughtful, inclusive environment where people can sustainably do their best work. We invite and encourage folks from all backgrounds to explore opportunities with us - even if you feel like you don't meet 100% of the qualifications outlined above.
