Customer Success Manager

Remote

Full Time

Mid Level

🤝 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 mission—and we’re hiring a Customer Success Manager (CSM) to ensure they maximize the value of our platform, stay engaged, and grow with us.

You’ll 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 You’ll 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 leadership—including 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 3–5 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 customers—not 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 partner—not 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 you’re excited to drive customer success at a company where product innovation and customer outcomes are everything—let’s talk.

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