Customer Success Manager

At Anchor, we're transforming B2B payments with our innovative, automated billing and collections platform. By simplifying financial workflows, we enable businesses to focus on what they do best.While professional experience and qualifications are key for this role, make sure to check you have the preferable soft skills before applying if required.This is not a traditional post-sale relationship manager role. At Anchor, CSMs own the full customer lifecycle once Sales closes a deal. That means you own the full customer relationship: onboarding, adoption, account management, and expansion. Our revenue model is land and expand, so the CSM plays a real commercial role once a client is live.With heart, grit, and ownership, you will help create exponential value for our customers and for Anchor.Anchor is building an AI-first organization from the ground up. It is how we operate by default.We're hiring Customer Success Managers as part of Anchor's founding CS team. You are expected to continuously evaluate your workflows and leverage AI to automate repetitive work so you can focus on higher-impact activities. This includes onboarding status tracking, health score monitoring, expansion signal identification, and customer touchpoint preparation.You'll identify where AI can move faster than manual processes and build or adopt systems accordingly, supported by our company-wide AI tools strategy and a team operating with the same mindset.Our team operates around a few core principles:We are proactive, not reactive.We communicate transparently and set clear expectations.We build real relationships and show up when it matters, solving problems and celebrating wins.We are accountable for outcomes, not just activity.And we know our product and industry deeply, so we can guide customers with confidence.We hold a high bar for performance while supporting each other with the tools, clarity, and collaboration needed to succeed.ResponsibilityOwn the full customer lifecycle from handoff through expansionRun onboarding as a structured implementation project, coordinating across multiple stakeholders and keeping milestones on track using AI-powered workflowsBuild and manage an expansion pipeline within your book; use AI-driven signals to surface growth opportunities, develop ROI analyses, and move opportunities forward in partnership with SalesStay ahead of risk by monitoring customer health through AI-assisted dashboards and automated alertsLead executive-level business reviews grounded in performance insights and benchmarks to drive further adoptionBuild strong, trust-based relationships that endure through challenges and grow over timeSynthesize customer feedback and usage patterns into clear, actionable insights for Product, Engineering, and MarketingBuild and refine playbooks, onboarding templates, and CS workflows that scale with the businessPartner cross-functionally with Sales, Compliance, Partnerships, and Product to represent the voice of the customerRequirements3–5 years in a customer-facing role with commercial ownership (renewals, upsells, expansion, or account growth) xhyhwjd Experience owning outcomes, not just managing relationshipsBackground in accounting, finance, economics, or business administration, you can confidently speak to business owners and finance teamsAn AI-first mindset with demonstrated experience using AI tools to improve workflows and productivityStrong technical instincts, you are comfortable configuring tools, building workflows, and adopting new systems independentlyStrong project management skills, with the ability to run onboarding as a structured implementation across multiple stakeholdersExcellent analytical skills and the ability to translate data into clear, actionable narrativesProficiency in Microsoft ExcelA startup mindset, comfortable operating in ambiguity and contributing to building processes as you goExtraProficiency in HubSpot, Intercom, Linear, Slack, or similar CS and support toolsExperience in B2B or B2B2C SaaSFintech or payments industry background