Customer Success Manager

Customer Success Manager Fintech Platform (Remote)

Maximize customer impact, drive adoption, and turn great software into transformational results. Spinwheel is redefining how consumers manage and pay off debt through AI-powered tools and real-time financial data. Our clients are at the heart of that missionand were hiring a Customer Success Manager (CSM) to ensure they maximize the value of our platform, stay engaged, and grow with us. Youll be the primary advocate for your clients, responsible for building deep relationships, delivering regular updates, proactively identifying optimization opportunities, and protecting revenue by addressing risks before they become churn.

What Youll Own

• Act as the primary point of contact for a portfolio of Spinwheel customers

• Deliver regular status updates to customers on current performance, open issues, resolutions, and future roadmap highlights

• Deliver key customer health reports and forecasts to Spinwheel leadershipincluding renewal risk, expansion opportunities, and growth projections

• Proactively identify at-risk customers early and lead save strategies to retain and grow accounts

• Educate customers on new features, capabilities, and best practices to maximize the value of the Spinwheel platform

• Partner closely with Product, Engineering, and Support teams to escalate and resolve customer issues quickly

• Advocate for customer needs internally, ensuring customer feedback is factored into roadmap planning

• Contribute to customer education resources, onboarding guides, webinars, and product adoption programs

You Might Be a Fit If You

• Have 35 years of experience in customer success, account management, or client success in SaaS, fintech, or a high-growth tech environment

• Are passionate about driving real value for customersnot just maintaining relationships

• Are proactive, strategic, and comfortable managing both executive stakeholders and tactical day-to-day conversations

• Have strong reporting skills and experience forecasting customer growth, expansion, and churn risk

• Thrive in fast-paced, high-accountability environments where customer outcomes are the north star

• Communicate effectively across technical, product, and business teams

• Know how to use CRM systems, customer success platforms, and basic reporting/dashboarding tools

• Think like an owner and take initiative to fix problems without waiting to be asked

Success in This Role Looks Like...

• Customer retention rates consistently above 90%

• Revenue expansion through upsells, renewals, and strategic account growth

• Accurate forecasting of churn and growth across your book of business

• Customer adoption of new features and alignment with roadmap initiatives

• Proactive delivery of insights and value-added recommendations that deepen the customer relationship

• Customers view you as a strategic partnernot just a vendor contact

Logistics

• Location: Remote (U.S. time zones preferred)

• Level: 2-6 years experience as CSM

• Industry: SaaS / Fintech / Consumer Data Platform

• Culture: Customer-obsessed, fast-moving, product-driven, and AI-powered

If youre excited to drive customer success at a company where product innovation and customer outcomes are everythinglets talk.