Senior Customer Success Manager

Balance•New York, NY

1d•$120,000 - $180,000•Hybrid

About The Position

As a Senior Customer Success Manager at Balance, you will be the strategic lead for our most valued and complex enterprise accounts. Your mission is to ensure clients aren’t just satisfied—they’re thriving. You’ll take full ownership of the relationship, leading onboarding, driving adoption, and executing retention and expansion initiatives. This role blends the relationship-building strength of account management with the structure and rigor of project management. It’s ideal for someone who is customer-obsessed, thrives in high-accountability, cross-functional environments, and is excited to own the customer journey—from kickoff through renewal. You should be comfortable in fintech (especially payments and credit) and energized by complexity, ownership, and delivering meaningful outcomes.

Requirements

5+ years of experience in Customer Success, Account Management, or related roles.
Strong track record managing enterprise B2B accounts.
Deep understanding of fintech, particularly in payments and/or credit.
Experience leading complex customer implementations or expansions.
Highly organized and accountable for results.
Data-literate and analytical.
Proactive, flexible, and comfortable navigating fast-paced, early-stage environments.
Value collaboration but know how to work independently.
5+ years of proven work experience in a customer success or a similar role.
Experience in working with enterprise clients.
Exceptional ability to communicate and foster positive business relationships.
A proven record in growing accounts and initiating upsell and cross-selling opportunities.
Accountability and personal organization are essential.
Strong project management skills.
Detail-oriented mindset.
Excellent analytical skills.
Proficiency in providing technical support.
Background in early-stage companies (culture of flexibility and agility) is an advantage.
Experience in managing and executing renewals - is a must!
Authorized to work in the United States.
Ability to work onsite in New York City at least 3 days a week.

Nice To Haves

Experience in customer-facing roles at fintech companies.
Background in credit, underwriting, or financial services.
Track record of success in early-stage or high-growth companies.
Strong presentation skills.

Responsibilities

Take full ownership of the relationship with enterprise accounts.
Lead onboarding processes for new clients.
Drive customer adoption of Balance's products and services.
Execute retention and expansion initiatives for existing accounts.
Blend relationship-building with project management rigor.
Own the customer journey from kickoff through renewal.
Operate like a project manager, aligning internal and external teams toward shared outcomes.
Plan ahead, follow through, and be accountable for results.
Use metrics to spot trends, communicate performance, and inform decisions.
Navigate fast-paced, early-stage environments.
Juggle multiple initiatives with shifting priorities.
Manage a book of business and renewals.
Conduct QBRs with executive stakeholders.