Senior Manager, Success Advisor (Fintech)

• A generous benefits program that supports the whole you with medical, dental, vision, life, disability, and 401(k)
• Paid holidays and flexible, take-it-as-you-need-it paid time off
• Monthly tech reimbursements
• A culture built on innovation that values big ideas, no matter where they come from
• Equity in a rapidly growing startup backed by top-tier VCs

Role Overview

As a Senior Manager, Success Advisor, you are an experienced, commercially minded leader responsible for developing high-performing managers and team leads while driving exceptional customer experiences and measurable business outcomes. You oversee the execution of customer success initiatives, establish clear performance expectations, and create a culture of accountability, continuous improvement, and professional growth.

You translate departmental priorities into actionable operating plans, using customer insights and cross-functional collaboration to improve engagement, product adoption, retention, and customer lifetime value. You leverage data analytics, AI, and innovative approaches to scale operations, improve team productivity, and drive measurable business results.

You bring a strong understanding of financial technology (fintech), payments, and financing solutions, enabling your teams to effectively position financial products that support the long-term success of small-business Pros. You balance commercial performance with responsible product recommendations, customer trust, and compliance expectations while partnering cross-functionally to improve financial product adoption and retention.

Our team is passionate, empathetic, hard working, and above all else focused on improving the lives of our service professionals (our Pros). Their success is our success.

What you do each day

• Lead, mentor, and develop a team of managers and team leads, establishing clear performance expectations, consistent coaching practices, and accountability across all levels
• Translate departmental priorities into quarterly operating plans, weekly performance rhythms, and measurable team goals that support customer success and business objectives
• Scale team operations through effective hiring, onboarding, ramp programs, capacity planning, and standardized playbooks that support sustainable growth and high performance
• Monitor and optimize key performance indicators (KPIs), including sales activity, funnel conversion, financial product attachment, adoption, retention, and productivity, using data analytics and business intelligence tools (Snowflake, Omni) to identify trends, risks, and opportunities
• Coach managers and teams on effectively positioning payments, financing, and other financial products based on Pro needs, business goals, and long-term customer success
• Oversee customer engagement and financial product adoption initiatives, ensuring teams balance commercial performance with responsible product recommendations, customer satisfaction, and retention
• Partner cross-functionally with Product, Marketing, Sales, and Customer Success to support fintech product launches, improve go-to-customer strategies, and incorporate frontline insights into product and business initiatives
• Ensure teams consistently follow applicable financial product disclosures, risk policies, and regulatory compliance requirements throughout the sales and customer engagement process
• Identify, test, and implement innovative approaches, including AI tools and automation for prospecting, call preparation, coaching, pipeline management, and customer engagement, measuring their impact on productivity, conversion, and team performance
• Own hiring plans, talent development, and succession planning while refining operational processes and team structures to support sustainable growth and high performance

Qualifications

• 7+ years of experience in customer success, account management, sales, implementation, or a related field
• 4+ years of people management experience, including experience leading managers or team leads
• Bachelor's degree in Business, Marketing, Finance, or a related field, or equivalent work experience (MBA preferred)
• Demonstrated experience scaling customer-facing teams through hiring, onboarding, capacity planning, and performance management
• Proven track record of improving customer engagement, product adoption, retention, and measurable business outcomes
• Experience using customer relationship management (CRM), business intelligence, and analytics platforms (Salesforce, Snowflake, Omni) to monitor funnel performance, conversion, and adoption
• Proven experience driving team efficiency or output quality through the strategic use of AI tools and automation
• Experience in fintech, payments, financing, or financial product sales, preferably within a B2B SaaS environment serving SMBs
• Working knowledge of financial product disclosures, risk management practices, and applicable regulatory compliance requirements

What will help you succeed in this role

• Strong analytical mindset with the ability to translate complex performance data into clear actions and measurable results
• Exceptional communication, coaching, and leadership skills with a passion for developing the next generation of leaders
• Ability to balance operational execution with long-term planning and continuous improvement
• Strong cross-functional collaboration skills and the ability to influence stakeholders at multiple organizational levels
• Entrepreneurial, test-and-learn mindset with a willingness to challenge existing processes, embrace emerging technologies, and drive innovation
• Strong commercial judgment with the ability to balance financial product adoption and revenue goals with responsible selling practices and long-term Pro success
• A multi-dimensional background with a breadth of cross-functional interests or depth of specialized mastery
• Personal resilience to learn from scratch, and successfully thrive in ambiguity

Location Dependent Information: