Technical Customer Success Manager
Arcadia · New York metropolitan area, PA
FULL-TIME
Posted Sep 8, 2026
Job Description
Technical Customer Success Manager
Location: New York City — On-site
Experience: 3+ years preferred
Compensation: $100K–$160K + Performance Bonus + Equity
Role Type: Individual Contributor
About the Company
Our client is an early-stage fintech startup building modern financial infrastructure for small and medium-sized businesses.
Its platform brings banking, payments, expense management, accounting automation, and financial intelligence together, giving business owners access to the financial tools and insights traditionally reserved for larger companies with dedicated finance teams.
About the Role
We are looking for a commercially minded, technically curious operator to own the customer journey after the sale.
Sitting at the intersection of Customer Success, Account Management, Implementation, and GTM Engineering, you will help customers launch successfully, adopt the platform deeply, solve complex issues, and expand their relationship with the company.
This is a hands-on individual-contributor role for someone equally comfortable speaking with a business owner, investigating why a transaction or report does not look right, and working with Product and Engineering to improve the customer experience at scale.
You will become a trusted partner to customers and a high-signal voice of the customer inside the organization.
What You’ll Own
- Own a portfolio of high-value SMB customers across onboarding, implementation, adoption, retention, and expansion.
- Lead customers through implementation and launch, translating their financial workflows into clear configuration and adoption plans.
- Build trusted relationships with business owners and operators by learning how their companies make money, manage spend, and operate day to day.
- Monitor account health and product usage, identify risks early, and take action before churn becomes a conversation.
- Grow customer value and portfolio spend by uncovering relevant use cases, recommending the right products, and leading expansion conversations.
- Investigate product, transaction, integration, and reporting issues using CRM data, spreadsheets, BI dashboards, support tooling, and—where helpful—SQL or API tools.
- Partner closely with Product, Engineering, Support, Sales, and Marketing to resolve customer needs and improve the end-to-end customer experience.
- Turn recurring customer questions and friction into scalable systems, including playbooks, lifecycle campaigns, dashboards, automations, documentation, and product recommendations.
- Communicate directly with customers through phone, email, SMS, video, and in-person visits.
- Travel periodically to meet customers and understand their businesses firsthand.
- Operate with broad ownership. If you identify an opportunity to improve the product, customer journey, or go-to-market motion, you will be encouraged to pursue it.
What We’re Looking For
- 3+ years of experience in Customer Success, Technical Account Management, Implementation, Solutions Consulting, Account Management, Customer Operations, or a similarly customer-facing role. Exceptional earlier-career candidates may also be considered.
- Experience owning customer outcomes across multiple stages of the lifecycle rather than handing customers from one team to another.
- Commercial judgment and a record of improving adoption, retention, expansion, revenue, or another measurable customer outcome.
- Technical curiosity and strong problem-solving instincts. You can investigate ambiguous issues, work with data, and communicate clearly with technical and non-technical audiences.
- Comfort working with CRM platforms, spreadsheets, BI or product analytics dashboards, and customer support tools.
- Familiarity with SQL, APIs, Postman, data warehouses, or observability tools is a strong advantage but not a hard requirement.
- Excellent written and verbal communication skills, including the ability to make complex financial or technical concepts straightforward for busy business owners.
- High agency and comfort working in an early-stage environment where the playbook is still being written.
- Willingness to work on-site in New York City and travel periodically to visit customers across the country.
You May Be Especially Successful Here If
- You have worked in fintech, payments, banking, expense management, accounting software, or another operationally complex SaaS environment.
- You have supported SMB owners, finance teams, accountants, bookkeepers, channel partners, or other practical, non-technical buyers.
- You naturally move between customer conversations, technical investigation, process design, and commercial follow-through.
- You enjoy building the systems and documentation that make the next hundred customers easier to serve than the first hundred.
What Success Looks Like
- Customers launch quickly and understand how to use the platform within their real financial workflows.
- Product adoption and portfolio spend deepen over time, while risks and support friction are identified early.
- Customer feedback reaches the right internal teams with enough context to drive action.
- Repeatable playbooks, tooling, and automations make the customer journey more efficient without making it less personal.
Benefits
- Performance bonus and equity
- Reimbursed relocation
- Free lunch and dinner in New York City
- Paid technology equipment setup
- Fully paid health, dental, and vision insurance
Location: New York City — On-site
Experience: 3+ years preferred
Compensation: $100K–$160K + Performance Bonus + Equity
Role Type: Individual Contributor
About the Company
Our client is an early-stage fintech startup building modern financial infrastructure for small and medium-sized businesses.
Its platform brings banking, payments, expense management, accounting automation, and financial intelligence together, giving business owners access to the financial tools and insights traditionally reserved for larger companies with dedicated finance teams.
About the Role
We are looking for a commercially minded, technically curious operator to own the customer journey after the sale.
Sitting at the intersection of Customer Success, Account Management, Implementation, and GTM Engineering, you will help customers launch successfully, adopt the platform deeply, solve complex issues, and expand their relationship with the company.
This is a hands-on individual-contributor role for someone equally comfortable speaking with a business owner, investigating why a transaction or report does not look right, and working with Product and Engineering to improve the customer experience at scale.
You will become a trusted partner to customers and a high-signal voice of the customer inside the organization.
What You’ll Own
- Own a portfolio of high-value SMB customers across onboarding, implementation, adoption, retention, and expansion.
- Lead customers through implementation and launch, translating their financial workflows into clear configuration and adoption plans.
- Build trusted relationships with business owners and operators by learning how their companies make money, manage spend, and operate day to day.
- Monitor account health and product usage, identify risks early, and take action before churn becomes a conversation.
- Grow customer value and portfolio spend by uncovering relevant use cases, recommending the right products, and leading expansion conversations.
- Investigate product, transaction, integration, and reporting issues using CRM data, spreadsheets, BI dashboards, support tooling, and—where helpful—SQL or API tools.
- Partner closely with Product, Engineering, Support, Sales, and Marketing to resolve customer needs and improve the end-to-end customer experience.
- Turn recurring customer questions and friction into scalable systems, including playbooks, lifecycle campaigns, dashboards, automations, documentation, and product recommendations.
- Communicate directly with customers through phone, email, SMS, video, and in-person visits.
- Travel periodically to meet customers and understand their businesses firsthand.
- Operate with broad ownership. If you identify an opportunity to improve the product, customer journey, or go-to-market motion, you will be encouraged to pursue it.
What We’re Looking For
- 3+ years of experience in Customer Success, Technical Account Management, Implementation, Solutions Consulting, Account Management, Customer Operations, or a similarly customer-facing role. Exceptional earlier-career candidates may also be considered.
- Experience owning customer outcomes across multiple stages of the lifecycle rather than handing customers from one team to another.
- Commercial judgment and a record of improving adoption, retention, expansion, revenue, or another measurable customer outcome.
- Technical curiosity and strong problem-solving instincts. You can investigate ambiguous issues, work with data, and communicate clearly with technical and non-technical audiences.
- Comfort working with CRM platforms, spreadsheets, BI or product analytics dashboards, and customer support tools.
- Familiarity with SQL, APIs, Postman, data warehouses, or observability tools is a strong advantage but not a hard requirement.
- Excellent written and verbal communication skills, including the ability to make complex financial or technical concepts straightforward for busy business owners.
- High agency and comfort working in an early-stage environment where the playbook is still being written.
- Willingness to work on-site in New York City and travel periodically to visit customers across the country.
You May Be Especially Successful Here If
- You have worked in fintech, payments, banking, expense management, accounting software, or another operationally complex SaaS environment.
- You have supported SMB owners, finance teams, accountants, bookkeepers, channel partners, or other practical, non-technical buyers.
- You naturally move between customer conversations, technical investigation, process design, and commercial follow-through.
- You enjoy building the systems and documentation that make the next hundred customers easier to serve than the first hundred.
What Success Looks Like
- Customers launch quickly and understand how to use the platform within their real financial workflows.
- Product adoption and portfolio spend deepen over time, while risks and support friction are identified early.
- Customer feedback reaches the right internal teams with enough context to drive action.
- Repeatable playbooks, tooling, and automations make the customer journey more efficient without making it less personal.
Benefits
- Performance bonus and equity
- Reimbursed relocation
- Free lunch and dinner in New York City
- Paid technology equipment setup
- Fully paid health, dental, and vision insurance
Benefits
- Health Insurance
- Dental Insurance
Additional Details
- City
- New York metropolitan area
- State
- Pennsylvania
- Country
- US
Apply and matching require a free OVN account. Browse listings anytime without signing in.