Customer Success Manager

FINNY•New York, NY

23d•$130,000 - $150,000•Onsite

About The Position

FINNY 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. The 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.

Requirements

4+ years of Customer Success or related client-facing experience in SaaS
Experience onboarding and supporting customers in a fast-growing startup
Strong communication skills with the ability to coach, guide, and motivate customers
Comfortable facilitating office hours, live trainings, workshops, and structured walkthroughs
Experience partnering with product teams and influencing roadmap
Tech savvy; eager to learn new technologies and keep up with our every-changing product
Strong problem-solving ability; thrives in ambiguity and builds structure from scratch
High ownership mindset—holds themselves accountable for customer outcomes
Comfortable working with customers with various degrees of technology, prospecting, and marketing experience
Ability to build documentation, training programs, and internal processes
You elevate everyone around you with clear communication and strong organizational habits
You enjoy wearing multiple hats and stepping into areas outside your job description when needed
You are energized by customer interaction and internal collaboration in equal measure
You iterate quickly, gather feedback often, and move fast without sacrificing quality

Nice To Haves

Experience in fintech, wealth management, or marketing tech
Background in consulting, finance, or operations
Familiarity with CRM tools, customer health scoring, or customer engagement platforms

Responsibilities

Serve as the primary point of contact for advisors, ensuring they achieve meaningful outcomes on FINNY.
Deliver structured onboarding, run training sessions, and help customers build their first campaigns and workflows.
Guide customers in building sustainable prospecting rhythms, defining their ICP, refining their messaging, and adopting multi-channel outreach.
Provide hands-on support, troubleshoot campaigns, and help advisors work through real examples in real time.
Surface customer insights, identify friction points, and collaborate closely with product/design to shape improvements.
Build repeatable processes for customers including onboarding flows, adoption strategies, usage check-ins, and expansion motions.
Monitor usage, engagement, campaign quality, and retention indicators to proactively address risks.
Help advisors get meaningful results over time, not just learn the platform, but use it to build systems they can rely on.