Customer Success Lead

This fast-growing fintech startup is transforming how capital moves within the private equity ecosystem. As wire fraud continues to rise, legacy capital call and distribution processes expose firms and LPs to unnecessary risk.

The company is on a mission to eliminate wire fraud by building a secure, modern, and trusted payments platform purpose-built for private markets. Backed by industry leaders and trusted by top-tier fund administrators and private equity firms, the company is entering a pivotal growth phase. This is an opportunity to make a direct impact by protecting capital, modernizing workflows, and delivering meaningful value to customers.

The Role:

As Customer Success Lead, you will serve as the primary strategic partner for customers—guiding them from onboarding through long-term adoption, expansion, and renewal. You will define and own the customer journey, elevate the customer experience, and act as a trusted advisor to a portfolio of high-value accounts.

This role goes beyond account management. You will build durable relationships that materially improve how customers operate and move capital.

What You’ll Do:

• Own the full post-sale customer lifecycle, including onboarding, adoption, expansion, and renewals
• Drive value realization by aligning customer goals with platform capabilities and measurable outcomes
• Serve as the primary point of contact, providing responsive, clear communication via email, phone, and in-person interactions
• Lead discovery and strategy sessions to understand customer objectives, define success metrics, and create execution plans
• Proactively guide product adoption, streamline workflows, and help customers maximize ROI
• Run key customer touchpoints, including QBRs, usage reviews, and strategic check-ins
• Partner cross-functionally with Product, Support, and Operations to resolve issues and improve the customer experience
• Act as the internal voice of the customer, surfacing insights that influence product roadmap and strategic priorities

What You Bring:

• 3+ years of experience in Customer Success, Account Management, or a similar client-facing SaaS role
• Exceptional communication skills with the ability to listen, synthesize nuance, and convey complex ideas clearly
• Strong operational mindset with a structured, problem-solving approach
• Experience using CRM and Customer Success tools such as Hub Spot, Salesforce, Gainsight, or Catalyst
• Bonus:
  Experience in fintech, payments, or workflow automation

Why This Role:

• Mission-driven impact:
  Help combat one of the most costly financial risks in private markets
• High-growth environment:
  Join early and help shape the foundation of a scaling organization
• Ownership and autonomy:
  Build and evolve the Customer Success function as the company grows
• High-caliber team:
  Collaborate with experienced founders and leaders who value transparency and continuous improvement
• Strong culture: A team that celebrates wins, moves quickly, and operates with a bias for action