finally · 4 hours ago
Customer Success Manager
Boca Raton, FL
Full-time
Onsite
Entry, Mid Level
2+ years expFinally is one of America’s fastest-growing fintech companies, focused on being the premier financial automation platform for SMBs. The Customer Success Manager will be the primary advocate for a portfolio of SMB customers, driving long-term value through proactive engagement and relationship management.
AccountingB2BConsultingFinancial ServicesFinTech
Responsibilities
Own a Customer Portfolio: Manage a large portfolio of SMB customers using finally’s corporate cards and expense platform, maintaining end-to-end accountability from onboarding through ongoing adoption, retention, and expansion
Drive Adoption & Spend Growth: Monitor customer usage and spend patterns to identify engagement gaps, reduce risk, and proactively drive increased card utilization and feature adoption across your book of business
Act as a Trusted Advisor: Build strong, consultative relationships with customers by understanding their financial workflows, business needs, and long-term goals. Align finally’s AI-powered tools to help customers operate more efficiently and scale with confidence
Solve Complex Challenges: Resolve customer inquiries via phone, email, and chat with urgency and precision, addressing more complex financial, technical, and operational scenarios while identifying root causes and long-term solutions
Manage Escalations End-to-End: Own customer escalations from start to finish, partnering closely with Sales, Product, Risk, Engineering, and Support to ensure timely resolution and clear, consistent communication
Support Retention & Growth: Proactively assess customer health, identify churn risks, and uncover expansion opportunities within your portfolio. Share insights and feedback to help improve customer outcomes and inform internal teams
Qualification
Required
2–4 years of experience in Customer Success, Account Management, or Sales, ideally within SaaS, Fintech, or a high-growth environment
Experience managing a portfolio of accounts with demonstrated success driving retention and account growth, supported by data, metrics, or performance outcomes
Able to build trust with customer stakeholders and clearly explain financial or technical concepts across phone, email, and chat
Comfortable using data and trends to drive adoption, improve retention, and prioritize customer engagement
Comfortable working with modern tools and AI-powered workflows; experience with Zendesk, Intercom, or CRMs is a plus
Proactive, resourceful, and comfortable navigating ambiguity while managing a high-volume book of business
Precise and dependable when managing financial data, customer configurations, and compliance-related workflows
Preferred
Exposure to accounting concepts or tools such as QuickBooks, Xero, or NetSuite
Benefits
Competitive salary and equity
Company
finally
Finally is a fintech firm that assists small and medium-sized enterprises in automating their accounting and financial processes.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$309.08MKey Investors
PeakSpan CapitalEncina Lender FinanceClear Haven Capital Management
2024-09-09Series B· $50M
2024-09-09Debt Financing· $150M
2024-02-06Series B· $10M
Leadership Team
Felix Rodriguez
Founder & CEO
Edwin Mejia
Co-Founder
Recent News
500 global
2026-01-06
Sports Business Journal
2025-09-15
Company data provided by crunchbase