Senior Customer Success Manager

Description

As a Senior Customer Success Manager at Balance, you will be the strategic lead for our most valued and complex enterprise accounts. Your mission is to ensure clients aren't just satisfied-they're thriving. You'll take full ownership of the relationship, leading onboarding, driving adoption, and executing retention and expansion initiatives.

This role blends the relationship-building strength of account management with the structure and rigor of project management. It's ideal for someone who is customer-obsessed, thrives in high-accountability, cross-functional environments, and is excited to own the customer journey-from kickoff through renewal. You should be comfortable in fintech (especially payments and credit) and energized by complexity, ownership, and delivering meaningful outcomes.

OTE Range: 120,

Responsibilities

Who You Are:

* You have 5+ years of experience in Customer Success, Account Management, or related roles, with a strong track record managing enterprise B2B accounts

* You have deep understanding of fintech, particularly in payments and/or credit, this is key to understanding our customers' needs

* You've led complex customer implementations or expansions, and can operate like a project manager, aligning internal and external teams toward shared outcomes

* You're highly organized and own your accounts like a business, you plan ahead, follow through, and are accountable for results

* You're data-literate and analytical, you use metrics to spot trends, communicate performance, and inform decisions

* You're proactive, flexible, and comfortable navigating fast-paced, early-stage environments

* You value collaboration but know how to work independently and juggle multiple initiatives with shifting priorities

Preferred Background:

* Experience in customer-facing roles at fintech companies

* Background in credit, underwriting, or financial services-a strong plus!

* Track record of success in early-stage or high-growth companies

* Experience managing a book of business and renewals

* Strong presentation skills with the ability to conduct QBRs with executive stakeholders

Requirements

* 5+ years of proven work experience in a customer success or a similar role

* Experience in working with enterprise clients

* Exceptional ability to communicate and foster positive business relationships,

* A proven record in growing accounts and initiating upsell and cross-selling opportunities

* Accountability and personal organization are essential // Strong project management skills // Detail-oriented mindset

* Excellent analytical skills

* Proficiency in providing technical support

* Background in Fintech (Payments and Credit), or SaaS companies

* Background in early-stage companies (culture of flexibility and agility) is an advantage

* Experience in managing and executing renewals - is a must!

Please note:

* We are not able to provide relocation assistance or work visa sponsorship for this position.

* Candidates must be authorized to work in the United States at the time of application.

* This role requires the ability to work onsite in New York City at least 3 days a week.