Crowded · 1 week ago
Senior Customer Success Manager
United States
Full-time
Remote
Senior Level
$130K/yr - $140K/yr
5+ years expCrowded is a financial technology platform that empowers complex organizations by simplifying banking and financial management. They are seeking a Senior Customer Success Manager to manage a portfolio of Mid-Market and Enterprise customers, focusing on net dollar retention, expansion, and building long-term strategic partnerships.
BankingCommunitiesFinTechNon Profit
Hiring Manager
Joseph Berkeley
Responsibilities
Own a portfolio of Mid-Market and Enterprise accounts , serving as the primary strategic relationship owner post-onboarding
Develop and execute account success plans aligned to customer goals, contract structure, and expansion potential
Build trusted relationships with senior stakeholders including CFOs, executive directors, and national finance leaders
Drive net dollar retention (NDR) through proactive adoption, expansion, and renewal management
Identify, position, and close expansion opportunities including additional sub-accounts, per diem programs, processing volume growth, and premium platform features
Lead renewal conversations, negotiate multi-year agreements, and partner cross-functionally to secure long-term commitments
Forecast renewals and expansion accurately using Salesforce and internal reporting tools
Lead executive business reviews/QBRs focused on outcomes, ROI, and future-state planning
Act as the voice of the customer, providing structured feedback to Product, Operations, and Leadership
Identify and cultivate customer champions, references, and long-term advocates
Drive adoption and continued onboarding of different EIN customers with a National relationship
Partner closely with Sales, Onboarding, Support, Product, and Finance to deliver a cohesive customer experience
Support complex transitions such as migrations, organizational restructures, and large-scale rollouts
Contribute to process improvement, playbooks, and scalable CS motions for Mid-Market and Enterprise customers
Qualification
Required
5+ years of experience in Customer Success, Account Management, or a similar client-facing SaaS or fintech role
Direct experience managing Mid-Market and/or Enterprise accounts with complex stakeholders and account structures
Proven track record of owning renewals and expansion revenue in a quota- or target-carrying role
Strong executive presence with the ability to influence and advise senior decision-makers
Experience supporting multi-entity or federated organizations (e.g., chapters, franchises, districts, councils)
Highly organized, proactive, and comfortable operating in ambiguity
Proficiency with Salesforce and data-driven account management
Benefits
Comprehensive health, dental, and vision benefits.
Collaborative, mission-driven culture with high ownership and visibility.
Opportunity to shape and scale Customer Success at a high-growth fintech serving mission-driven organizations.
Company
Crowded
Expense management, collections, and compliance tailored for nonprofit organizations.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$13.47MKey Investors
FlashpointThe GarageVisa
2025-01-30Series A· $7.5M
2024-10-21Series A· $0M
2024-05-02Seed
Leadership Team
Daniel Grunstein
Co-Founder & CEO
Itay Ben Ami
COO
Recent News
2025-10-24
South Florida Business Journal
2025-02-03
2025-02-01
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