Customer Success Manager in San Francisco, California

Customer Success Manager

I am partnering with one of the fastest-growing AI companies transforming how banks and credit unions serve their customers through conversational AI and intelligent automation. We're looking for a Customer Success Manager who enjoys building trusted customer relationships, driving strategic business outcomes, and partnering closely with enterprise clients throughout the entire customer lifecycle. This isn't a reactive support role- it's a strategic, customer-facing position where you'll own adoption, retention, expansion, and executive relationships across a portfolio of financial institutions.

Responsibilities:

• Become the trusted advisor for enterprise customers from onboarding through renewal.
• Partner with implementation, technical, product, and support teams to ensure successful deployments and long-term adoption.
• Lead executive business reviews and provide strategic guidance that helps customers maximize value from the platform.
• Drive renewals while identifying opportunities for account growth and expansion.
• Act as the primary escalation point for customer issues, coordinating internal teams to deliver timely resolutions.
• Gather customer feedback and partner with Product to influence future roadmap decisions.
• Monitor customer health metrics, product adoption, and business outcomes to proactively reduce risk and improve retention.

Qualifications:

• 6+ years in Customer Success, Strategic Account Management, Customer Operations, or a similar customer-facing SaaS role.
• Experience managing enterprise customers with responsibility for renewals, adoption, and account growth.
• Outstanding executive communication skills with the ability to build relationships across technical and business stakeholders.
• Comfortable working cross-functionally with Product, Engineering, Technical Account Managers, Sales, and Support.
• Strong commercial mindset with experience identifying expansion opportunities while maintaining a customer-first approach.

Bonus Points:

• Experience using AI tools and prompt engineering to improve productivity and customer outcomes.
• Background supporting banks, credit unions, fintech companies, or regulated SaaS environments.