Customer Success Manager

About Baselayer:
With experience across far-ranging banks, Fortune 500 tech co’s, fintech unicorns 🦄, and AI experts, Baselayer is built by financial institutions, for financial institutions. Started in 2023 by experienced founders Jonathan Awad and Timothy Hyde, Baselayer has raised $20 Million and hit $2 Million in ARR faster than any other identity company in history. Today more than 2,000 Financial Institutions and Government Agency customers later, Baselayer is revolutionizing the way businesses approach fraud prevention and compliance. 🌟

About You:
You thrive in the details and live for turning problems into systems. You're the first to notice when a customer is stuck, and the first to unblock them. You want to own the customer experience end-to-end - from onboarding to troubleshooting to making sure the product just works. You’re not afraid of technical topics, you know how to explain things clearly, and your feedback instincts are top notch. You care about every touchpoint a customer has with Baselayer and want to make it better.

• 2–5 years experience in customer success, support, or technical delivery roles in a SaaS or fintech environment.
• You’re the kind of person who runs toward customer issues, not away from them.
• Excellent communicator with high responsiveness and a calm presence under pressure.
• You build trust quickly and know how to establish lasting relationships across all levels of a customer organization.
• Strong organizational skills - you’re comfortable managing multiple accounts, timelines and systems at once.
• Comfortable with light technical troubleshooting and working with product/engineering teams.
• You're energized by a fast-paced, high-stakes environment and love delivering value under pressure.
• Highly feedback-oriented - we believe in radical candor and using feedback to get to the next level.
• You're hungry for equity, a seat at the table, and the chance to build from 0 to 100.

Responsibilities:

• Be the first line of defense for customer issues - triage, respond, resolve, and follow up fast.
• Run onboarding sessions that are clear, confident, and set customers up for success.
• Become a trusted advisor to our customers by understanding their workflows and goals.
• Proactively track implementation timelines and mitigate risks by coordinating across customers and internal teams.
• Escalate product bugs or gaps to the right internal teams and close the loop with customers.
• Track and communicate customer pain points - and advocate for fixes.
• Write clear, helpful documentation and support content that scales.
• Collaborate with sales and solutions to ensure seamless handoff and ongoing success.
• Make Baselayer's support experience as beloved as our product.

Benefits:

• Time off when you need it: Flexible PTO so you can recharge without red tape.
• In-person energy: We’re based in NYC and meet in the office 3-5 days a week - but flexible remote work is always on the table.
• Competitive compensation: We pay well and back it with equity - we want you to think and act like an owner.
• Career rocket fuel: You’ll help build the foundation of a high-growth startup, working side by side with experienced founders and team members who’ve done it before.
• A seat at the table: We believe in transparency, radical candor, and giving every team member a voice.

Salary Range:
$120k – $150k, Plus Commission | Equity: 0.05% – 0.25%