Customer Success Manager
CS
New York, US
About Us
Monto brings unprecedented simplicity to B2B payments. Our AI agents take suppliers from portal to payment across 600+ customers' AP portals like Ariba and Coupa, helping businesses get paid on time, every time, from their biggest customers. Trusted by global companies like Miro and Shutterstock, we're scaling fast, and we want you to join us on this exciting journey.
Job Description
As our customers grow with Monto, we're building our Customer Success team in New York. We're looking for an experienced Customer Success Manager to serve as a trusted advisor to our customers and help finance teams transform how they operate through AI.
You will own a portfolio of strategic customers and be accountable for their long-term success, retention, and growth. You'll partner with finance leaders, from operational teams to CFOs, to understand their business priorities, identify opportunities to automate and transform their processes with AI, and translate Monto's capabilities into measurable business outcomes.
This is not just a relationship management role. We're looking for someone who can understand a customer's business, challenge the way they operate today, build a strategic success plan, and help them continuously expand what AI can do for their finance organization.
You'll work closely with our Sales, Implementation, Support, Operations, and Product teams and serve as the voice of the customer.
What You'll Do
- Run each customer account as a business, with a clear strategy for customer outcomes, executive alignment, retention, and growth
- Build trusted, multi-threaded relationships across customer organizations, from operational champions to CFOs and executive sponsors
- Develop strategic success plans tied to each customer's business priorities and identify opportunities to expand automation, increase zero-touch operations, improve cash flow, and reduce manual work
- Act as an AI transformation advisor to finance teams, helping customers rethink workflows and move their teams from manually executing processes to managing and reviewing AI-driven operations
- Lead executive business reviews that connect Monto's performance to measurable business outcomes such as automation rates, DSO, time-to-cash, operational efficiency, and time saved
- Own and execute account growth strategies, proactively identifying and closing expansion opportunities across new workflows, business entities, buyers, and Monto capabilities
- Own renewal strategy and execution, proactively identifying risk, building executive alignment, demonstrating ROI, and driving successful commercial outcomes
- Build a deep understanding of each customer's financial operations and identify new problems Monto and AI can solve
- Act as the strategic owner during customer challenges, mobilizing the right internal teams while keeping the conversation focused on outcomes and the long-term partnership
- Partner with Implementation during onboarding and ensure a clear transition from implementation to measurable business value
- Bring structured customer insights to Product and leadership, including unmet needs, emerging AI use cases, expansion opportunities, and product gaps
- Maintain strong CRM hygiene, keeping account health, renewal forecasts, expansion pipeline, stakeholder mapping, and customer success plans accurate and up to date.
How You'll Be Measured
- Gross Revenue Retention (GRR)
- Expansion ARR
- Customer adoption and measurable business outcomes
- Executive engagement and strength of customer relationships
Qualifications
- 5+ years in B2B SaaS Customer Success, Account Management, Strategic Account Management, consulting, or another client-facing post-sales role, with experience owning customers
- Proven experience in a high-growth or early-stage B2B SaaS company, ideally at a similar stage of scale
- A track record of owning retention and expansion targets and growing a book of business
- Executive presence and the ability to become a trusted advisor to senior finance leaders, including CFOs, Controllers, and VPs of Finance
- Strong commercial skills with demonstrated experience owning renewals, expansion, and customer negotiations
- Strategic and consultative mindset. You can understand how a customer operates today, identify what should change, and build a plan to get them there
- Data-driven, comfortable reading dashboards and turning metrics into business insights, ROI narratives, and executive recommendations
- Technically fluent and curious, with the ability to understand AI-powered workflows, ERP ecosystems, integrations, and complex finance operations deeply enough to advise customers, not just escalate issues
- AI-native in how you work. You actively use AI to analyze data, prepare customer strategy, uncover insights, automate your own workflows, and improve how you operate
- Strong cross-functional collaborator who gets things done across teams
- Comfortable operating with ambiguity, building processes, and taking ownership in a fast-moving startup environment
- Excellent written and verbal communication in English
- Based in New York and able to work from our office 3 days a week
- Experience in fintech, finance automation, ERP/accounting software, payments, AR/AP automation, or other Office of the CFO technology is a strong plus
- Experience at an AI-native company or bringing AI products into enterprise workflows is a strong plus
Compensation Range: $130K - $165K
Apply now