Customer Success Manager

About finally

Finally is one of America’s fastest-growing fintech companies, revolutionizing financial automation for SMBs. Our cutting-edge platform integrates Credit & Banking, Billing & Invoicing, Bookkeeping, and Taxes, powered by AI to simplify financial operations and help businesses focus on what matters most—growth.

Backed by $200M in 2024 funding, we’re headquartered in sunny South Florida, home to a thriving team of over 200 across three offices. As the official corporate card of the Panthers, Heat, and small business expense management for the Bulls, we’re making waves in fintech and looking for ambitious talent to join us on this journey.

We are seeking a highly motivated and dynamic Customer Success Manager to join our team. As an integral part of our team, you will be the main contact for our customers for renewals, upsells, escalations and promoting value. This role requires excellent communication skills, and a passion for building long-lasting customer relationships. This is a Junior level position so previous CSM experience is not required but preferred. 

Responsibilities:

• You will own a book of 300-500 accounts where you are responsible for the overall net retention.

• Promote the value of the product and service via the customer journey

• Upsell services and products with the brand image

• Assist in creating training courses and educational materials 

• Assist with customer escalations and work alongside the team to provide resolutions for your customers. 

• Collaborate closely with the sales team, marketing, and other departments to align strategies and optimize the customer's experience.

• Stay up-to-date with industry trends, product knowledge, and sales techniques to improve performance and stay ahead of competitors.

Requirements:

• 1-2 years in a Customer Facing Role. 

• A strong work ethic and exceptional organizational skills and willingness to learn

• Ability to work under pressure in a deadline-driven, team-oriented environment

• Knowledge of billing systems and customer relationship management software, preferably Salesforce

• Strong Microsoft Excel skills (including pivot tables and v-look ups)

• Proven ability to provide direct, proactive, and prompt response to customer issues, resolutions, and process cancellations when appropriate.

• Strong verbal and written communication skills, 

• Highly self-motivated and driven to achieve and exceed targets.

• Ability to adapt to different customer personalities and situations during outreach.

• Familiarity with CRM software (Salesforce) 

• Ability to work collaboratively within a team-oriented environment.

• Strong organizational and time management skills to efficiently handle multiple tasks and priorities.

Nice to have’s:

• Understand basic accounting principles and functions in addition to how businesses manage cash flow, and a basic understanding in economics.

• A background in Banking, Finance, and Accounting.

• B.A, B.S or equivalent experience

• Spanish Speaking

Working Schedule:

This is a full-time, in-office position with a 5-day workweek. Office hours are typically from (9:00AM - 6:00 PM) from Monday to Friday.

Benefits

• Health insurance

• Dental insurance

• Employee stock purchase plan

• Paid time off

• Paid training

• Vision insurance