Senior Customer Success Manager

Senior Customer Success Manager

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.

OTE Range: 120,000- 180,000

Responsibilities

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 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

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

Requirements

• 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!

Please note:

• We are not able to provide relocation assistance or work visa sponsorship for this position.
• Candidates must be authorized to work in the United States at the time of application.
• This role requires the ability to work onsite in New York City at least 3 days a week.