Technical Customer Success Manager

Nivelo Job Opportunity

Nivelo's mission is to provide safe and instantaneous money movement for everyone. Our ambition is large - disrupting a $20 Trillion infrastructure built 50 years ago. Our impact is even bigger - securing the most common and most important payment for most people in the world - their paycheck. We're reinventing the way businesses and individuals move money.

Nivelo is the integrated payments platform that payroll brands use to move money quickly, digitally and securely to guarantee every dollar is delivered on time.

This is a retention and expansion role at its core: you'll own the relationship for each of our clients from post-sale handoff onward, keeping accounts healthy, renewing on time, and finding natural ways to grow them. It's a technical relationship-management role — you'll need enough command of how our platform, and the payments rails underneath it, actually work to reason through a client's issue yourself.

This is an individual contributor role on a small team, with room to grow into building out a team of your own if the role and your track record support it. There isn't an established playbook for it yet — you'll be shaping a lot of the process as you go, which is generally what it's like to work at Nivelo at this stage.

If you understand payments well enough to discuss ACH, wires, instant payments, banking APIs, and compliance requirements with both technical and business stakeholders, can present product capabilities and integration possibilities clearly to C-level stakeholders, can move fluidly between a deep technical conversation with engineering and a business conversation with a client's finance leadership, thrive in ambiguity and enjoy being the connective tissue on a small team, prefer to work through a technical question yourself rather than hand it to engineering, this is for you.

If you need clean swim lanes, a fully built-out playbook, or a polished, finished product, prefer to escalate technical questions rather than solve them, you'll hate it here.

Location: US Remote

Compensation: Salary + Early-Stage Equity

What you'll do:

• Own the relationship for each client after handoff from sales — set a baseline, understand their objectives, and define the metrics that show whether they're succeeding with our platform
• Handle technical onboarding and configuration for new clients early in the relationship, understanding their workflow well enough to configure the platform to match it
• Run structured, recurring check-ins with every client, not only the largest accounts — agenda set in advance, clear updates on open requests, and ongoing diligence on whether they're actually using the platform effectively
• Own renewals proactively and end-to-end, including preparing invoices and contracts from existing templates for approval, and flagging when pricing needs a second look
• Identify and pursue natural expansion opportunities within existing accounts
• Build client-facing materials — decks, account reviews, dashboards — independently and from scratch
• Route client feedback to product and engineering with enough detail and context to be actionable
• Pitch in on customer support in the early period, while the team builds out dedicated coverage for that

What you'll need:

• Real technical depth: you understand how our platform's data flows, configuration, and integration points actually work, not just how to describe them — for instance, what it means for a webhook to connect our platform to a bank — and can reason through the root cause of a client issue yourself rather than defaulting to an engineering escalation
• Genuine payments experience, specifically with ACH — for instance, you can explain the practical difference between an R01 and an R29 return, and what each implies for a client
• A track record of owning renewals proactively and identifying expansion opportunities as a natural part of managing a client relationship
• You're organized enough to build a coherent, presentable deck or client-facing document from scratch, not just edit one
• Comfort working with minimal structure. This is a small team without an established playbook for this role — you'll be defining a lot of the process yourself, working through problems on your own before escalating, and using judgment to set realistic expectations with clients rather than waiting for direction

Nice to have: experience taking a client through a bank implementation (having done several is especially valuable), paired with the ability to communicate that clearly to customers — that combination is rare. Fraud or risk platform experience is also useful.

Why Join Nivelo:

• Become an expert in how money moves and shape how payroll infrastructure is experienced nationwide.
• Work with a small team of exceptional, intelligent and kind people
• Earn a competitive salary while still having the impact you can only have at an early stage company
• Work from wherever you work best. Our team is fully remote.
• Receive:
• Generous stock option allotment
• Health/vision/dental insurance options through Justworks
• Access to an educational stipend to continue building your skills and knowledge

At Nivelo, we are committed to maintaining and celebrating the diversity of race, gender, sexual orientation, religion, and ethnicity in our organization.

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