Customer Success Manager

About the Team

The Customer Success team at FINNY owns key relationships, driving adoption, shaping customer experience, and building the playbooks that will scale our platform across thousands of advisors. As a member of FINNY’s CSM team, you’ll work cross-functionally with product, design, sales, and engineering to ensure advisors succeed on the platform. You’ll translate customer insights into product improvements, guide advisors in building repeatable prospecting systems, and help FINNY deliver an exceptional experience at scale.

• Win customer relationships:
  Serve as the primary point of contact for advisors, ensuring they achieve meaningful outcomes on FINNY.

• Lead onboarding and training. Deliver structured onboarding, run training sessions, and help customers build their first campaigns and workflows.

• Drive adoption:
  Guide customers in building sustainable prospecting rhythms, defining their ICP, refining their messaging, and adopting multi-channel outreach.

• Run weekly office hours:
  Provide hands‑on support, troubleshoot campaigns, and help advisors work through real examples in real time.

• Partner with product:
  Surface customer insights, identify friction points, and collaborate closely with product/design to shape improvements.

• Create and optimize playbooks:
  Build repeatable processes for customers including onboarding flows, adoption strategies, usage check‑ins, and expansion motions.

• Track and manage customer health:
  Monitor usage, engagement, campaign quality, and retention indicators to proactively address risks.

• Champion customer outcomes:
  Help advisors get meaningful results over time, not just learn the platform, but use it to build systems they can rely on.

• 4+ years of Customer Success or related client‑facing experience in SaaS.

• Experience onboarding and supporting customers in a fast‑growing startup.

• Strong communication skills with the ability to coach, guide, and motivate customers.

• Comfortable facilitating office hours, live trainings, workshops, and structured walkthroughs.

• Experience partnering with product teams and influencing roadmap.

• Tech savvy; eager to learn new technologies and keep up with our ever‑changing product.

• Strong problem‑solving ability; thrives in ambiguity and builds structure from scratch.

• High ownership mindset—holds themselves accountable for customer outcomes.

• Experience in fintech, wealth management, or marketing tech.

• Background in consulting, finance, or operations.

• Comfortable working with customers with various degrees of technology, prospecting, and marketing experience.

• Ability to build documentation, training programs, and internal processes.

• Familiarity with CRM tools, customer health scoring, or customer engagement platforms.

• You elevate everyone around you with clear communication and strong organizational habits.

• You enjoy wearing multiple hats and stepping into areas outside your job description when needed.

• You are energized by customer interaction and internal collaboration in equal measure.

• You iterate quickly, gather feedback often, and move fast without sacrificing quality.

FINNY offers a competitive compensation package including:

• Competitive salary and equity

• Medical, dental, and vision insurance

• Flexible paid time off

• 401(k)

• Food and meals provided in our NYC office

• Team offsites and events

FINNY is an equal opportunity employer. We are committed to diversity and inclusion in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.