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FINBOURNE Technology · 8 hours ago

Customer Success Manager

New York, New York, United States

Full-time

Hybrid

Mid, Senior Level

FINBOURNE Technology is a dynamic financial technology company focused on transforming the investment landscape. They are seeking a Customer Success Manager to establish and shape their Customer Success function, ensuring customers achieve long-term value from the Finbourne platform and fostering strong post-implementation relationships.

Cloud InfrastructureFinanceFinancial ServicesFinTechSaaS

Growth Opportunities

Responsibilities

Own the ongoing relationship with a portfolio of customers post-implementation

Develop a deep understanding of each customer’s business objectives, use cases, and success criteria

Drive platform adoption and ensure customers are realising measurable value from Finbourne

Act as a strategic partner, helping customers align Finbourne’s capabilities to their evolving needs

Define and monitor customer health metrics, adoption indicators, and risk signals

Proactively identify and address risks to customer satisfaction, renewal, or expansion

Lead regular customer check-ins, reviews, and success planning sessions

Own renewals and identify value-led expansion opportunities and signals through usage patterns, operational pain points and business outcome

Work closely with Implementation and Delivery Managers to ensure a smooth transition to BAU

Partner with Customer Support to resolve issues efficiently and communicate trends back to the business

Provide structured feedback to Product and Engineering based on customer insights and usage patterns

Align with Sales on customer expectations, success outcomes, and growth opportunities

Help define Customer Success processes, playbooks, and best practices

Contribute to the development of success metrics, reporting, and tooling

Act as a voice of the customer internally, helping shape Finbourne’s customer-centric culture

Support the evolution of the function as Finbourne scales

Qualification

Customer Success ManagementB2B SaaS ExperienceStakeholder ManagementAccount ManagementProblem-Solving SkillsProactive ApproachCommunicationCollaborative Mindset

Required

Experience in Customer Success, Account Management, Consulting, or similar client-facing roles

Background in B2B SaaS, fintech, financial services, or complex enterprise software environments

Experience managing long-term customer relationships and driving adoption post-go-live

Comfortable working in a fast-growing, evolving organisation where processes are still being defined

Strong stakeholder management skills, including engagement with senior and technical client contacts

Ability to translate complex products into clear value for customers

Structured, proactive, and outcome-oriented approach to customer management

Excellent communication and problem-solving skills

Collaborative mindset with the confidence to challenge constructively

Interest in building and shaping new functions, not just operating within existing ones

Benefits

Competitive salary plus performance based bonus.

Competitive private medical insurance which includes health, dental, vision and life insurance

A 401(K) retirement savings plan

Holiday: 20 days holiday plus public holidays and the option to purchase an additional 5 days annual leave

Hybrid working: We have a mature attitude towards hybrid working. Whether you’re a night owl, morning person, parent, carer or simply need flexibility to work a different pattern to the norm, we’re committed to helping you be productive and work in a way that is best for you.

Professional learning and development: External training and accreditations are supported, as well internal training and development programs.