Senior Customer Success Manager

About the Company

• 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.

Who You Are

• You have 5+ years of experience in Customer Success, Account Management, or related roles, with a strong track record managing enterprise B2B accounts.
• You have a deep understanding of fintech, particularly in payments and/or credit, this is key to understanding our customers' needs.
• You’ve led complex customer implementations or expansions, and can operate like a project manager, aligning internal and external teams toward shared outcomes.
• You’re highly organized and own your accounts like a business; you plan ahead, follow through, and are accountable for results.
• You’re data-literate and analytical; you use metrics to spot trends, communicate performance, and inform decisions.
• You’re proactive, flexible, and comfortable navigating fast-paced, early-stage environments.
• You value collaboration but know how to work independently and juggle multiple initiatives with shifting priorities.

Requirements

• 5+ years of proven work experience in a customer success or a similar role.
• Experience in working with enterprise clients.
• A proven record in growing accounts and initiating upsell and cross-selling opportunities.
• Experience in managing and executing renewals is a must.
• Exceptional ability to communicate and foster positive business relationships.
• Accountability and personal organization are essential.
• Strong project management skills.
• Detail-oriented mindset.
• Excellent analytical skills.
• Proficiency in providing technical support.

Preferred Background

• Experience in customer-facing roles at fintech companies.
• Background in credit, underwriting, or financial services—a strong plus.
• Track record of success in early-stage or high-growth companies.
• Experience managing a book of business and renewals.
• Strong presentation skills with the ability to conduct QBRs with executive stakeholders.
• Background in early-stage companies (culture of flexibility and agility) is an advantage.

Salary

• OTE Range: $120,000- $180,000.

Location

• This role requires the ability to work onsite in New York City at least 3 days a week.

Category

Customer Service