Customer Success Manager (Enterprise & Banking) | $70K to $80K USD Base + Bonus + Remote | Growing SaaS Marketplace Company

About the role

As Customer Success Manager, you'll take ownership of the company's top banking and enterprise relationships while bringing structure to the existing support team. You'll begin with joint customer calls alongside Sales, learning each account's goals, stakeholders, and history before taking over the relationship.

From there, you'll manage ongoing engagement, keep customers focused on the value they receive, identify renewal risks, and spot opportunities to expand. At the same time, you'll build the customer success playbook: onboarding, service level agreements, escalation paths, and account health checks. You'll assess how support operates today, preserve what works, and change what doesn't.

Responsibilities

• Own day to day relationships with top banking and enterprise accounts, completing a structured handover from Sales.
• Manage account engagement and renewal, address risks early, and identify expansion or upsell opportunities.
• Build and implement onboarding playbooks, service level agreements, escalation paths, and account health checks.
• Improve the existing support team's processes, expectations, and accountability, etc.
• Run regular impact reviews that connect customer activity and outcomes to clear business value.
• Bring customer and vendor feedback to Product and coordinate internal follow through on issues affecting the customer experience.

Qualifications & Requirements

• 3-5+ years in customer success, account management, or client facing services, with direct responsibility for a book of business.
• Startup experience and the ability to work through ambiguity, take initiative, and build practical processes.
• Confidence working with large enterprise customers and communicating with senior executives. Banking experience is not required, but it's a huge plus.
• Exceptionally clear spoken and written English, with the ability to explain issues, set expectations, and represent the company professionally.
• Strong relationship management skills and the confidence to earn trust, address difficult conversations, and drive change within an established team.

Nice to Have

• Experience managing customer accounts at a larger IT services or technology company.
• Familiarity with CRM and support tools such as Attio and Intercom.
• Practical experience using AI to improve support efficiency.
• Exposure to financial services, venture capital, private equity, or marketplaces.

What Success Looks Like

Within your first 90 days

• Core customer success processes and service level agreements are live.

During your first year

• Top banking and enterprise relationships transition smoothly into your ownership.
• Every top account has a health check and clear visibility into risks and next steps.
• Top accounts are retained.
• Existing customer relationships generate expansion or upsell wins.

Before You Apply

• This opportunity makes sense if you've managed your own customer accounts, enjoy building processes, and want direct responsibility in a growing business.
• If your experience is limited to answering support tickets or delivering training without ongoing account ownership, this role is not for you.
• If you need an established customer success function with every workflow already defined, this role is not for you.

Why This Opportunity Is Exciting

You'll work directly with the CEO. Your ideas and customer insights will reach the person making decisions, and leadership will back you in improving how the function operates. You'll become the day to day contact for major banking and enterprise accounts.

You'll build something you can continue growing. There is already a support team. You'll bring the playbooks, expectations, and workflows that help that team serve a growing customer base more effectively.

Culture

• You enjoy taking ownership when the answer or process isn't fully defined.
• You ask questions, understand what customers need, and turn recurring problems into practical improvements.
• You can earn the respect of an established team while challenging habits that need to change. You're comfortable explaining what should improve, getting people involved, and following through.
• You also stay close to the work. You'll handle customer conversations, manage escalations, document processes, and check whether those processes actually help.
• If you want a role focused entirely on strategy, with customer conversations and implementation delegated to others, this position will not suit you.

Additional Information: About SaaS Talent

SaaS Talent is more than just a recruiting company. We're your hiring, business development and growth partner with 20+ years of experience in SaaS and Hi-Tech that helps you scale and transform your business. We've worked with 100+ companies and helped them achieve their goals. From streamlining sales, marketing, and operations to hiring ideal talent and getting funding, if you're struggling to grow, we're an ideal choice.