• Customer Success Manager is a dynamic and critical role at Pinwheel
• In this role, you will be the owner of customer relationships for an assigned group of customers ranging from large Enterprise fintechs to smaller Credit Unions
• You will work across our product offerings to support our customers through their entire lifecycle, including onboarding, optimization and expansion
• As an API driven product you will need a firm command of the technical aspects of an API, including basic implementation, specific use cases and troubleshooting
• Effective onboarding is key and we heavily emphasize effective, timely and repeatable onboarding processes
• Once a customer is live, Customer Success Managers are the primary point of contact for customers to support ongoing usage
• You will help customers analyze performance, offer suggestions on how they can improve their usage and utility, present compelling suggestions for expansion and persuade stakeholders across the customer orgs to proceed
• Effective Customer Success Managers create strong relationships with several contacts at the customers’ companies
• Through these contacts, you thoroughly understand the customers’ business objectives, helping you to best identify where expansion opportunities lie
• By collaborating with Account Managers from the Sales team, we are effective in upselling existing customers by uncovering additional use cases for new products and opportunities to expand usage of existing products

You will be a key factor in driving Pinwheel’s next stage of growth wn the overall relationship for assigned customers, often organizing multiple projects concurrently with customers

• Support customers throughout their entire Pinwheel lifecycle, including implementation, renewal and growth
• Provide technical guidance for customers during implementation and when rolling out new products
• Identify expansion opportunities by focusing on growing usage and partnering with Account Managers to uncover additional upsell sales opportunities
• Execute against Account plans you develop in collaboration with Account Managers and the Head of Success
• Contribute to department process and documentation
• Deliver superior, proactive customer success services to Pinwheel customers

Timeline for a successful CSM at Pinwheel

• What skills are necessary?5-7 years experience in Customer Success or Account Manager role
• Proven experience in technical role supporting technical product or API based product
• Experience working with large and/or Enterprise customers (ARR $1m+).Passion and demonstrated experience in understanding complex systems (APIs, database, etc), and finding solutions to technical problems
• Experience building and executing against Account Plans, including coordinating multiple roles on both sides of relationship
• Demonstrable track record of being scrappy, and finding creative solutions to tough, and oftentimes ambiguous problems.Early-stage startup experience is highly valued, but not required

Attention to detail and adherence to plans developed in conjunction with customers for events like onboarding, new product launch, Proof of Concepts, etc

With the support of the existing Success Team, you will achieve the following:In the first 30 days, you will be able to give a demo of how Pinwheel works in preparation for onboarding your first customer.In the first 45 days, assume ownership of 5-10 customer accounts.In the first 60 days, deliver your first account review (QBR).In the first 90 days, own 20+ customer accounts.In the first 120 days, identify and help close your first upsell

• Belong - Join a community that is passionate and relentless about building fairer financial systems for all
• Benefits included:Excellent compensation & equity packages
• Full medical, dental, and vision benefits
• Life & short-term disability insurance
• Unlimited vacation.Paid parental leave.401K for retirement planning
• Mentorship opportunities.Free Citibike membership.Pet-friendly offices and Zoom spaces
• This role is based in New York City and involves occasional travel (10-20%).At Pinwheel, total compensation is made up of salary + equity + benefits

The base cash salary range for this role is $112,000 - $128,000 base with on track total earnings (OTE) of $140,000 - $160,000.Diversity & Inclusion at PinwheelAt Pinwheel, we are committed to building an environment that is diverse and inclusive