Customer Success Manager

WHO WE ARE

TIFIN builds AI-powered financial technology that personalizes and improves financial advice across consumers, advisors, workplaces, and institutions. Our modular platform embeds finance‑tuned AI to deliver dynamic, tailored guidance at scale—without added complexity. Combining proprietary models, specialized data, and a fast‑paced engineering culture, we create secure, compliant tools that power real outcomes. Other differentiators include:

• Speed: Our ability to stand up businesses at 2-4x the speed of typical fintech companies (building MVPs in 3 months and production‑ready products in 6-12 months)
• Track Record: Previous exits include 55ip (acquired by J.P. Morgan) and Paralel
• Strategic Partners: Partners include J.P. Morgan, Franklin Templeton, Morningstar, Broadridge, Hamilton Lane, Motive Partners and SEI.
• World‑Class Team: Complimentary financial services & technical expertise from Google, Microsoft, Uber, Pay Pal, eBay, Techstars, Black Rock, LPL, Franklin Templeton, Morgan Stanley, Broadridge and more.

• Grow at the Edge. We are driven by personal growth fueled by a beginner’s mindset. We get out of our comfort zone and keep egos aside. With self‑awareness and integrity we strive to be the best we can possibly be. No excuses.
• Understanding through Listening and Speaking the Truth. We communicate with authenticity, precision and integrity to create a shared understanding. We identify opportunities within constraints and propose solutions in service to the team.
• I Win for Teamwin. We believe in staying within our genius zones to succeed and taking accountability for driving results. We are all individual contributors first and always thinking about what can be better.

The Customer Success Manager (CSM) is responsible for managing and growing client relationships, driving product adoption, and ensuring successful implementations for our philanthropy‑tech platform, Give. This role partners closely with the Director of Customer Success and cross‑functional teams to deliver a high‑quality customer experience, maintain high retention levels, and drive AUM expansion across existing clients. We’re looking for a self‑starter with an unparalleled work ethic, who is coachable and has a passion for leveraging AI and automation to streamline workflows and improve outcomes.

• Own Customer Relationships: Manage a set of client accounts, serving as the primary point of contact throughout the customer lifecycle. Build trusted relationships and partner with clients to drive adoption and measurable growth.
• Drive Adoption, Retention & Expansion: Increase product usage and adoption by proactively engaging customers, identifying risks, and executing success plans. Support renewals and generate new AUM flows onto the Give platform in partnership with the Director of Customer Success, Sales, and CXO.
• Lead Onboarding & Implementation Delivery: Manage onboarding and implementation projects to ensure clients are successfully launched on time and within scope. Coordinate cross‑functionally with product, engineering, and operations teams to ensure smooth execution and issue resolution.
• Improve Processes Through Automation: Identify opportunities to improve customer success workflows, eliminate inefficiencies, and create scalable processes. Leverage AI tools and automation to streamline repetitive tasks and enhance the overall customer experience.
• Be the Voice of the Customer: Partner closely with Product, Operations, and Marketing to represent customer needs and insights. Ensure customer feedback, pain points, and desired outcomes directly influence product roadmap decisions, positioning, and go‑to‑market strategy.

• 3+ years of experience in Customer Success, Account Management, or a related role with experience in fintech, finance, or wealth management preferred
• Strong customer engagement, relationship‑management, and project management skills
• Ability to collaborate cross‑functionally and communicate clearly with both technical and non‑technical stakeholders
• Previous experience utilizing CX tooling a plus, including platforms such as Intercom, Hub…