Customer Experience Manager - Hybrid

A fast-growing, AI-driven fintech company is seeking a Customer Experience Manager to help build and scale its post-sale customer function. This is a unique opportunity to join an innovative startup transforming the accounts receivable process for B2B distributors. In this highly visible role, you'll work directly with finance leaders, including CFOs and Controllers, helping customers maximize value while shaping customer experience processes from the ground up.

Key Responsibilities

• Manage customer relationships throughout the entire lifecycle, including onboarding, adoption, renewal, and expansion
• Serve as a trusted advisor to CFOs, Controllers, and finance teams
• Monitor customer health metrics, adoption trends, engagement levels, and business outcomes
• Identify risks proactively and develop strategies to improve customer success
• Lead renewal discussions and uncover growth opportunities within existing accounts
• Translate customer feedback into actionable recommendations for product and operational improvements
• Develop scalable customer success playbooks, templates, and processes
• Create data-driven presentations and ROI analyses that demonstrate measurable customer value
• Collaborate cross-functionally with product, operations, and leadership teams

Qualifications

Required

• 1–4 years of experience in:
  • Management Consulting (MBB, Big 4 Advisory, Accenture, etc.), or
  • Investment Banking (Bulge Bracket or Middle Market)
• Strong understanding of:
  • Accounts Receivable (AR)
  • Accounts Payable (AP)
  • Cash Flow Management
  • DSO (Days Sales Outstanding)
  • Month-End Close Processes
• Experience presenting strategic recommendations and business insights to senior finance stakeholders
• Strong analytical and problem-solving skills
• Excellent communication and relationship-building abilities
• Comfortable working independently in a fast-paced startup environment
• Active user of AI tools such as ChatGPT, Claude, or similar platforms to improve productivity and workflows

Preferred

• Experience working within Seed to Series B startups
• Exposure to B2B SaaS environments
• Proven ability to build processes and systems in growing organizations
• Experience creating ROI narratives and translating product usage data into business outcomes

Ideal Candidate Profile

We're looking for someone who is:

• Highly autonomous and self-directed
• Data-driven and analytical
• Comfortable operating with ambiguity
• Proactive and resourceful
• Strong in stakeholder management
• Adaptable and excited about building new processes
• Passionate about helping customers achieve measurable business results

Not a Fit If You:

• Have a traditional customer success background without consulting or investment banking experience
• Prefer highly structured environments with established playbooks and processes
• Require significant oversight or direction to execute effectively

Compensation & Benefits

• Competitive base salary: $150,000–$180,000
• Equity opportunity
• Career growth within a rapidly scaling fintech startup
• Direct exposure to executive leadership and strategic initiatives
• Opportunity to build and influence customer experience operations from the ground up

Reference ID: W354363W

Qualified candidates with consulting, investment banking, or high-growth startup experience are encouraged to apply.