Customer Success Manager

Job Title: Customer Success Manager

Location: Hybrid – Waltham, MA

Salary: $60,000–$75,000

Industry: SaaS / Fintech

Client Type: High-Growth Start-Up

About the Company:

Our client is a fast-growing SaaS start-up at the intersection of technology and financial services. They're disrupting their space with a powerful platform that's transforming how their customers operate—and they’re looking for a driven Customer Success Manager to help them deliver exceptional experiences as they scale.

About the Role:

As a Customer Success Manager, you’ll be the strategic partner for clients, ensuring they’re getting the most out of the platform and achieving their business goals. You’ll join a passionate team and play a key role in customer retention, satisfaction, and growth. This is a hybrid role based in Waltham, MA with flexibility for remote work 2–3 days per week.

Key Responsibilities:

• Own the post-sale customer relationship and ensure successful onboarding, training, and adoption
• Act as a trusted advisor to your portfolio of clients, guiding them through product use and value realization
• Identify growth opportunities within existing accounts and partner with Sales as needed
• Proactively manage renewals and reduce churn through thoughtful engagement
• Collaborate with Product and Support teams to advocate for customer needs and feedback
• Track customer health metrics and report on KPIs

Requirements:

• 3–5 years of experience in a Customer Success role within a SaaS or Fintech company
• Proven track record of managing client relationships and driving customer outcomes
• Excellent communication, problem-solving, and project management skills
• Ability to thrive in a fast-paced, startup environment
• Comfort working cross-functionally with Sales, Product, and Support teams

Bonus Points For:

• Experience in the financial services industry
• Exposure to or experience in the logistics/freight sector