Customer Success Manager

About Baselayer

Trusted by 2,200+ financial institutions, Baselayer is the intelligent business identity platform that helps verify any business, automate KYB, and monitor real-time risk. Baselayer’s B2B risk solutions & identity graph network leverage state & federal government filings and proprietary data sources to prevent fraud, accelerate onboarding, and lower credit losses.

You thrive in the details and live for turning problems into systems. You're the first to notice when a customer is stuck, and the first to unblock them. You want to own the customer experience end-to-end - from onboarding to troubleshooting to making sure the product just works. You’re not afraid of technical topics, you know how to explain things clearly, and your feedback instincts are top notch.

You care about every touchpoint a customer has with Baselayer and want to make it better.

• Be the first line of defense for customer issues - triage, respond, resolve, and follow up fast.
• Run onboarding sessions that are clear, confident, and set customers up for success.
• Become a trusted advisor to our customers by understanding their workflows and goals.
• Proactively track implementation timelines and mitigate risks by coordinating across customers and internal teams.
• Escalate product bugs or gaps to the right internal teams and close the loop with customers.
• Track and communicate customer pain points - and advocate for fixes.
• Write clear, helpful documentation and support content that scales.
• Collaborate with sales and solutions to ensure seamless handoff and ongoing success.
• Make Baselayer's support experience as beloved as our product.

• 2–5 years experience in customer success, support, or technical delivery roles in a SaaS or fintech environment.
• You’re the kind of person who runs toward customer issues, not away from them.
• Excellent communicator with high responsiveness and a calm presence under pressure.
• You build trust quickly and know how to establish lasting relationships across all levels of a customer organization.
• Strong organizational skills - you’re comfortable managing multiple accounts, timelines and systems at once.
• Comfortable with light technical troubleshooting and working with product/engineering teams.
• You're energized by a fast-paced, high-stakes environment and love delivering value under pressure.
• Highly feedback-oriented - we believe in radical candor and using feedback to get to the next level.
• You're hungry for equity, a seat at the table, and the chance to build from 0 to 100.

Salary Range: $120k – $150k, Plus Commission |
Equity: 0.05% – 0.25%

• Employment type: Full-time
• Seniority level: Entry level
• Job function: Other
• Industries: Technology, Information and Internet

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