About the RoleAs a Customer Success Manager, you'll own the end-to-end relationship for a portfolio of Greenboard's most important clients and reselling partners. You'll drive onboarding and implementation, manage renewals and expansion conversations, and act as the strategic point of contact for stakeholders up to executive level. This role has real influence over how we scale customer success as a function - you'll help shape process, not just follow it.
This is a full-time, on-site role located in NYC.
What You'll Work On- Own the full customer lifecycle for a portfolio of accounts, from onboarding through renewal and expansion
- Lead onboarding and implementation for our more complex and higher-stakes accounts
- Serve as the senior day-to-day point of contact for customers and reselling partners, including executive stakeholders
- Build trusted, strategic relationships that go beyond day-to-day support
- Translate complex product and compliance concepts into clear guidance for technical and non-technical audiences alike
- Identify churn risk early and drive proactive retention strategies, not just react to issues
- Spot expansion and upsell opportunities and partner with Sales to pursue them
- Partner closely with Sales, Engineering, and Support to resolve escalations and unblock customers quickly
- Collect and synthesize customer feedback into clear product input, working directly with Product and Engineering
- Build and improve the onboarding playbook, processes, and templates as we scale the team
- Mentor and support more junior CS team members as the team grows
Who Are You?- A high-energy, positive communicator who builds trust quickly with customers at every level, including executives
- Comfortable owning a portfolio of accounts and prioritizing across competing demands
- Proactive and action-oriented - you build the process, you don't wait for it
- Organized, detail-oriented, and calm under pressure, especially during escalations
- Curious and resourceful in fast-moving, early-stage environments
- Excited to work cross-functionally with Sales, Product, and Engineering, and to help shape how CS operates as we grow
QualificationsRequired- 4-8 years of experience in Customer Success, Implementation, Account Management, or a related role, ideally with B2B SaaS
- Track record of owning complex accounts and executive relationships
- Exceptional written and verbal communication skills
- Strong organizational skills and ability to manage competing priorities across a portfolio
- Sound judgment in prioritizing critical customer issues and escalations
- Comfort building process from scratch in an early-stage startup environment
Preferred- Experience working with fintech, compliance, or financial operations products
- Experience mentoring or informally leading other CS team members
- Startup experience or comfort operating with limited structure
Benefits- Salary range: $110,000-$150,000 + meaningful equity
- 401(k) with 5% company match
- Medical, dental, and vision coverage
- 15 days PTO + 11 company holidays + flexible sick time
- 2 additional PTO days for each year of service (up to 10 additional days)
- 10 remote days per year plus additional around the holidays
- Bi-annual off-sites and team retreats
- Front-row seat to building the operating backbone of modern finance
