Customer Success Manager

Customer Success Manager LocationNew York CityEmployment TypeFull timeLocation TypeOn-siteDepartmentCustomer SuccessCompensation$130K – $150K • Offers CommissionAbout FINNYFINNY is a growth platform for financial advisors. We are on a mission to make great financial advice easier to find. Today, access to quality financial guidance is limited, not because advisors don’t exist, but because the right connections are hard to make when it matters. We’re fixing that with AI-powered tools that help advisors find, engage, and retain the clients they can genuinely help.We've raised a $4.5M Seed from Y-Combinator in S24 and now $17M Series A led by Venrock. We work with over 1,000 firms across the wealth management ecosystem, and have been recognized as the leader in fintech innovation—winning #1 at the Morningstar Fintech Showcase, #1 at 2025 Wealthies, and being featured across the industry.We’re based in Chelsea, NYC, building fast and ambitious systems at the intersection of data, AI, and real-world wealth services. About the TeamThe 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.What You'll DoWin 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.What We're Looking For4+ years of Customer Success or related client-facing experience in SaaSExperience onboarding and supporting customers in a fast-growing startupStrong communication skills with the ability to coach, guide, and motivate customersComfortable facilitating office hours, live trainings, workshops, and structured walkthroughsExperience partnering with product teams and influencing roadmapTech savvy; eager to learn new technologies and keep up with our every-changing productStrong problem-solving ability; thrives in ambiguity and builds structure from scratchHigh ownership mindset—holds themselves accountable for customer outcomesExperience in fintech, wealth management, or marketing techBackground in consulting, finance, or operationsComfortable working with customers with various degrees of technology, prospecting, and marketing experienceAbility to build documentation, training programs, and internal processesFamiliarity with CRM tools, customer health scoring, or customer engagement platformsYou elevate everyone around you with clear communication and strong organizational habitsYou enjoy wearing multiple hats and stepping into areas outside your job description when neededYou are energized by customer interaction and internal...