Customer Success Manager

About finally

finally is one of America’s fastest-growing and most exciting fintech companies, focused on being the premier financial automation platform for SMBs. Our innovative product suite integrates Credit & Banking, Billing & Invoicing, Bookkeeping, and Taxes, all harmonized through cutting-edge artificial intelligence to aid Small to Medium-sized businesses. Finally aims to declutter financial operations, providing businesses with a seamless financial journey, allowing them to focus on what truly matters – their growth.

We’re headquartered in sunny South Florida and we raised $200 million dollars just in 2024 to bolster our growth, to innovate, and to continue to serve our customers. Our company has more than 250 individuals today across 3 offices. We’re proud to serve as the official corporate card and spend management platform for iconic sports franchises like the Florida Panthers, Miami Heat, and Chicago Bulls.

Position: Customer Success Manager

As a Customer Success Manager, you are the primary advocate for a portfolio of SMB customers using our corporate cards and expense platform. You will focus on driving long-term customer value through proactive engagement, consistent relationship management, and a strong understanding of how customers use finally to run their financial operations.

What You’ll Do:

• Own a Customer Portfolio: Manage a large portfolio of SMB customers using finally’s corporate cards and expense platform, maintaining end-to-end accountability from onboarding through ongoing adoption, retention, and expansion..

• Drive Adoption & Spend Growth: Monitor customer usage and spend patterns to identify engagement gaps, reduce risk, and proactively drive increased card utilization and feature adoption across your book of business.

• Act as a Trusted Advisor: Build strong, consultative relationships with customers by understanding their financial workflows, business needs, and long-term goals. Align finally’s AI-powered tools to help customers operate more efficiently and scale with confidence.

• Solve Complex Challenges: Resolve customer inquiries via phone, email, and chat with urgency and precision, addressing more complex financial, technical, and operational scenarios while identifying root causes and long-term solutions.

• Manage Escalations End-to-End: Own customer escalations from start to finish, partnering closely with Sales, Product, Risk, Engineering, and Support to ensure timely resolution and clear, consistent communication.

• Support Retention & Growth: Proactively assess customer health, identify churn risks, and uncover expansion opportunities within your portfolio. Share insights and feedback to help improve customer outcomes and inform internal teams.

What We Are Looking for

• Relevant Experience: 2–4 years of experience in Customer Success, Account Management, or Sales, ideally within SaaS, Fintech, or a high-growth environment.

• Results-Oriented: Experience managing a portfolio of accounts with demonstrated success driving retention and account growth, supported by data, metrics, or performance outcomes.

• Consultative Communicator: Able to build trust with customer stakeholders and clearly explain financial or technical concepts across phone, email, and chat..

• Analytical & Data-Informed: Comfortable using data and trends to drive adoption, improve retention, and prioritize customer engagement.

• Tech-Forward: Comfortable working with modern tools and AI-powered workflows; experience with Zendesk, Intercom, or CRMs is a plus.

• Problem Solver: Proactive, resourceful, and comfortable navigating ambiguity while managing a high-volume book of business.

• Detail-Oriented: Precise and dependable when managing financial data, customer configurations, and compliance-related workflows.

• Nice to Have: Exposure to accounting concepts or tools such as QuickBooks, Xero, or NetSuite.

Why Join Finally (Customer Success)?

At Finally, we work hard, move fast, and take pride in delivering exceptional customer experiences.

• Build & Scale: Join a high-growth fintech backed by $200M+ in funding, where Customer Success plays a critical role in shaping how we support and grow our customers.

• Real Impact: You’ll partner with SMBs—the backbone of the economy—helping them adopt smarter financial tools and succeed long term.

• Ownership & Growth: Be a trusted advisor to your customers, with opportunities to influence product feedback, processes, and your own career path as we scale.

• Competitive Compensation: Competitive salary and equity, so you share directly in the company’s success.

Location: Full-time, in-office (M-F, 9:00 AM–6:00 PM) in South Florida.

Benefits

• Health insurance

• Dental insurance

• Employee stock purchase plan

• Paid time off

• Vision insurance