Senior Customer Success Manager

BVNK • San Francisco, CA

19d • Hybrid

About The Position

BVNK is hiring a Senior Customer Success Manager to support customers in the payments, banking, crypto, or FX sectors. The Customer Success Team connects customers with BVNK, ensuring their needs are heard and helping them get maximum value from BVNK’s products so they can grow their businesses. The role works closely with Account Managers and Sales throughout the customer lifecycle, driving adoption and growth while minimizing churn.

Requirements

• Proven experience in a customer-facing role, ideally as a Customer Success Manager or similar.
• Experience supporting banking, crypto, and/or payments customers.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Analytical mindset and ability to derive insights from data.
• Familiarity with CRM software and tools.

Nice To Haves

• Knowledge of payments.

Responsibilities

• Manage a portfolio of banking, crypto, payments, or FX accounts; develop relationships, manage stakeholders, and identify customer advocates.
• Coordinate smooth and timely onboarding, implementation, and go-live experiences for new customers with New Business Sales.
• Identify and track adoption and growth opportunities within existing clients.
• Organize monthly or quarterly customer reviews to reduce friction and churn risk.
• Work with Account Managers to identify upsell and renewal opportunities.
• Represent customers internally with product, marketing, and other teams to ensure customer needs remain central.
• Work with Marketing to ensure client communications are timely and targeted.
• Anticipate customer requirements and challenges, and work toward resolution using data-driven insights and strategic knowledge.
• Identify patterns for success and best practices across the portfolio to improve processes and prioritize activities.

Benefits

• Fair and competitive salary at every stage of growth.
• Flexible working hours, with hybrid working at its heart.
• Flexible approach to holiday.
• Opportunities to travel to offices around the world to collaborate with colleagues.
• Open and creative environment with opportunities to help shape BVNK’s future, culture, and opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed