Business Operations & Account Manager

Location: New York City — On-siteExperience: 2+ yearsCompensation: $120K–$160K + Performance Bonus + EquityRole Type: Individual ContributorAbout the CompanyOur client is an early-stage fintech startup building modern financial infrastructure for small and medium-sized businesses.Its platform brings banking, payments, expense management, accounting automation, and financial intelligence together, giving business owners access to tools and insights traditionally reserved for larger companies with dedicated finance teams.The company is growing quickly, customer demand is accelerating, and the team is looking for someone who can take ownership of customer relationships while helping build the operational foundation needed to scale.About the RoleWe are looking for a Business Operations & Account Manager to own key customer relationships, drive account success, and improve the processes and systems that support a rapidly growing customer base.This is a highly cross-functional role combining account management, business operations, customer success, and technical problem-solving.You will serve as a primary point of contact for customers, understand their businesses and financial workflows, ensure they are getting value from the platform, and identify opportunities to strengthen and expand those relationships.Beyond managing accounts, you will help solve the operational challenges that come with scaling an early-stage company. This could mean improving an onboarding process, investigating a customer issue, analyzing account performance, implementing a new workflow, or collaborating with Product and Engineering to resolve a recurring problem.The ideal candidate is commercially minded, analytically strong, technically curious, and highly resourceful. You don't need to be a software engineer, but you should be comfortable working with data, learning new technologies, understanding integrations, and finding creative solutions to complex problems.We're looking for someone who can build strong customer relationships while thinking strategically about how to make the business operate more effectively.What You'll OwnAccount Management & Customer SuccessOwn and manage a portfolio of customer accounts, serving as a trusted point of contact throughout the customer lifecycle.Build strong relationships with business owners, finance teams, and other key stakeholders.Lead customer onboarding and implementation, ensuring customers are successfully set up and actively using the platform.Understand each customer's business, financial operations, and goals to identify opportunities to deliver additional value.Proactively monitor customer satisfaction, product adoption, and account health to identify risks and opportunities.Drive customer retention, engagement, and account expansion through proactive relationship management.Handle customer escalations, troubleshoot issues, and coordinate with internal teams to deliver timely resolutions.Identify opportunities for upselling, cross-selling, and deeper product adoption.Business Operations & Process ImprovementIdentify inefficiencies across onboarding, account management, customer support, and internal business operations.Develop and implement processes that improve customer experience, operational efficiency, and team productivity.Build scalable workflows, playbooks, and documentation to support a growing customer base.Work with leadership to identify operational bottlenecks and develop practical solutions.Help establish account management processes, reporting structures, and customer success best practices.Take ownership of ambiguous operational challenges and drive them through to resolution.Balance immediate customer needs with longer-term improvements to how the business operates.Technical & Analytical Problem-SolvingUse data to understand customer behavior, account performance, operational trends, and opportunities for improvement.Build and maintain dashboards, reports, and tracking systems to support business decisions.Investigate customer issues involving transactions, integrations, reporting, or product functionality.Work closely with Product and Engineering to translate customer feedback and operational challenges into actionable solutions.Leverage CRM systems, spreadsheets, automation platforms, and AI tools to streamline repetitive work.Understand how different business systems connect and identify opportunities to improve workflows and data accuracy.Support the implementation of new tools, integrations, and operational systems as the company scales.Cross-Functional CollaborationPartner with Sales, Customer Success, Operations, Product, Engineering, and Support to ensure a seamless customer experience.Act as the voice of the customer internally, communicating recurring feedback, product gaps, and emerging needs.Collaborate with leadership on initiatives related to customer retention, revenue growth, and operational scalability.Help prioritize customer and operational issues based on business impact.Take initiative on projects that fall outside traditional account management responsibilities when needed.What We're Looking For2+ years of experience in Account Management, Business Operations, Customer Success, Technical Account Management, Implementation, Solutions Consulting, or a related role.Experience managing customer relationships and taking ownership of customer outcomes.Strong business judgment and an understanding of how customer satisfaction, retention, and expansion contribute to revenue growth.Excellent communication and relationship-building skills, particularly when working with business owners and senior stakeholders.Strong analytical and problem-solving abilities, with the confidence to investigate complex issues independently.Technical aptitude and comfort working with software platforms, data, CRM systems, and business tools.Ability to understand technical concepts, communicate effectively with engineering teams, and explain solutions to non-technical customers.Experience using spreadsheets, reporting tools, or dashboards to analyze business performance and make decisions.Strong organizational skills and the ability to manage multiple accounts, projects, and competing priorities.A proactive, solutions-oriented mindset with a willingness to take ownership beyond a defined job description.Comfort operating in a fast-paced startup environment where processes are still being developed.High attention to detail and a strong sense of accountability.Willingness to work on-site in New York City and travel periodically to meet customers.Helpful ExperienceExperience in fintech, financial services, payments, banking, accounting software, or B2B SaaS.Experience managing SMB or mid-market customer accounts.Background in a role combining customer-facing responsibilities with internal business operations.Experience with CRM platforms such as HubSpot or Salesforce.Familiarity with SQL, BI tools, APIs, integrations, or workflow automation platforms.Experience using tools such as Zapier, Make, n8n, or AI-powered automation solutions.Exposure to technical troubleshooting, software implementations, or product integrations.Experience analyzing customer usage data, account health metrics, retention, or revenue performance.Experience working directly with founders or leadership at an early-stage startup.Familiarity with Python, JavaScript, or other technical tools is a plus, but not required.You May Be Especially Successful Here IfYou genuinely enjoy building relationships with customers and helping their businesses succeed.You are equally comfortable leading a customer meeting and digging into a spreadsheet to solve a problem.You are naturally curious about how technology works and enjoy learning new tools.You can understand both the commercial and technical sides of a customer issue.You take ownership of problems rather than simply passing them to another team.You are proactive about identifying opportunities to improve processes and customer experiences.You enjoy working in environments where responsibilities are broad and priorities evolve quickly.You can manage the details of multiple customer accounts while keeping the bigger business picture in mind.You are resourceful, adaptable, and comfortable figuring things out without a detailed playbook.You want to help build the operational foundation of a growing company, not just manage an existing process.What Success Looks LikeCustomers have a reliable, knowledgeable point of contact who understands their business and delivers a high level of service.New customers are onboarded efficiently and begin realizing value from the platform quickly.Customer retention, engagement, and product adoption continue to improve.Opportunities for account growth and expansion are identified and acted upon.Customer issues are resolved efficiently, with recurring problems translated into lasting operational improvements.Internal workflows become more organized, measurable, and scalable.Leadership has better visibility into customer health, operational performance, and opportunities for improvement.The company can support a significantly larger customer base without sacrificing the quality of its customer relationships.BenefitsPerformance bonus and equityReimbursed relocationFree lunch and dinner in New York CityPaid technology equipment setupFully paid health, dental, and vision insurance