Customer Success Manager

finally•Boca Raton, FL

20d•Onsite

About The Position

finally is one of America’s fastest-growing and most exciting fintech companies, focused on being the premier financial automation platform for SMBs. Our innovative product suite integrates Credit & Banking, Billing & Invoicing, Bookkeeping, and Taxes, all harmonized through cutting-edge artificial intelligence to aid Small to Medium-sized businesses. Finally aims to declutter financial operations, providing businesses with a seamless financial journey, allowing them to focus on what truly matters – their growth. We’re headquartered in sunny South Florida and we raised $200 million dollars just in 2024 to bolster our growth, to innovate, and to continue to serve our customers. Our company has more than 250 individuals today across 3 offices. We’re proud to serve as the official corporate card and spend management platform for iconic sports franchises like the Florida Panthers, Miami Heat, and Chicago Bulls. Position: Customer Success Manager As a Customer Success Manager,you are the primary advocate for a portfolio of SMB customers using our corporate cards and expense platform. You will focus on driving long-term customer value through proactive engagement, consistent relationship management, and a strong understanding of how customers use finally to run their financial operations.

Requirements

Relevant Experience: Relevant Experience: 2–4 years of experience in Customer Success, Account Management, or Sales, ideally within SaaS, Fintech, or a high-growth environment.
Results-Oriented: Experience managing a portfolio of accounts with demonstrated success driving retention and account growth, supported by data, metrics, or performance outcomes.
Consultative Communicator: Able to build trust with customer stakeholders and clearly explain financial or technical concepts across phone, email, and chat..
Analytical & Data-Informed: Comfortable using data and trends to drive adoption, improve retention, and prioritize customer engagement.
Tech-Forward: Comfortable working with modern tools and AI-powered workflows; experience with Zendesk, Intercom, or CRMs is a plus.
Problem Solver: Proactive, resourceful, and comfortable navigating ambiguity while managing a high-volume book of business.
Detail-Oriented: Precise and dependable when managing financial data, customer configurations, and compliance-related workflows.

Nice To Haves

Exposure to accounting concepts or tools such as QuickBooks, Xero, or NetSuite.

Responsibilities

Own a Customer Portfolio: Manage a large portfolio of SMB customers using finally’s corporate cards and expense platform, maintaining end-to-end accountability from onboarding through ongoing adoption, retention, and expansion..
Drive Adoption & Spend Growth: Monitor customer usage and spend patterns to identify engagement gaps, reduce risk, and proactively drive increased card utilization and feature adoption across your book of business.
Act as a Trusted Advisor: Build strong, consultative relationships with customers by understanding their financial workflows, business needs, and long-term goals. Align finally’s AI-powered tools to help customers operate more efficiently and scale with confidence.
Solve Complex Challenges: Resolve customer inquiries via phone, email, and chat with urgency and precision, addressing more complex financial, technical, and operational scenarios while identifying root causes and long-term solutions.
Manage Escalations End-to-End: Own customer escalations from start to finish, partnering closely with Sales, Product, Risk, Engineering, and Support to ensure timely resolution and clear, consistent communication.
Support Retention & Growth: Proactively assess customer health, identify churn risks, and uncover expansion opportunities within your portfolio. Share insights and feedback to help improve customer outcomes and inform internal teams.