Technical Account Manager (CSM)

Pinwheel•New York City, NY

7d•Onsite

About The Position

By joining Pinwheel’s Customer Success team, you’ll be the driving force behind our customers’ success, working with everyone from trailblazing Enterprise fintechs to ambitious Credit Unions. Your mission? Help them crush their goals using our powerful API-driven platform. This isn’t your average CS role. You’ll be hands-on from Day 1: leading onboarding with precision, optimizing usage for max impact, and uncovering expansion opportunities that nobody else saw coming. You’ll learn the ins and outs of our API, mastering everything from implementation to troubleshooting, while crafting onboarding processes that scale as we do. You’ll analyze performance metrics, strategize optimizations, and bring fresh ideas to the table that transform “good enough” into “game-changing.” Through strong, authentic relationships with decision-makers, you’ll spot new use cases, pitch compelling solutions, and work side-by-side with Sales to unlock growth. If you thrive in fast-paced, zero-to-one environments where your impact is massive and your hustle is noticed, Pinwheel is where you want to be.

Requirements

2-4 years of experience in a Customer Success or Technical Account Manager role
Proven experience in a technical role supporting a technical or API-based product
Passion and demonstrated experience in understanding complex systems (APIs, database, etc.), and finding solutions to technical problems
Experience building and executing against Account Plans, including coordinating multiple roles on both sides of relationship
Demonstrable track record of being scrappy, and finding creative solutions to tough, and oftentimes ambiguous problems
Attention to detail and adherence to plans developed in conjunction with customers for events like onboarding, new product launch, Proof of Concepts, etc.

Nice To Haves

Early-stage startup experience is highly valued, but not required

Responsibilities

Own the overall relationship for assigned customers, organizing multiple projects concurrently with customers
Support customers throughout their entire Pinwheel lifecycle, including implementation, day-to-day needs, renewal and growth
Provide technical guidance for customers during implementation and when rolling out new products
Execute against Account plans you develop in collaboration with Account Managers and the Head of Success
Contribute to department process and documentation
Deliver superior, proactive customer success services to Pinwheel customers