Senior Customer Success Manager

As a Senior Customer Success Manager at Balance, you will be the strategic lead for our most valued and complex enterprise accounts. Your mission is to ensure clients aren’t just satisfied—they’re thriving. You’ll take full ownership of the relationship, leading onboarding, driving adoption, and executing retention and expansion initiatives.

This role blends the relationship-building strength of account management with the structure and rigor of project management. It’s ideal for someone who is customer-obsessed, thrives in high-accountability, cross-functional environments, and is excited to own the customer journey—from kickoff through renewal. You should be comfortable in fintech (especially payments and credit) and energized by complexity, ownership, and delivering meaningful outcomes.

OTE Range: 120,000- 180,000

Requirements:

5+ years of proven work experience in a customer success or a similar role
Experience in working with enterprise clients
Exceptional ability to communicate and foster positive business relationships,
A proven record in growing accounts and initiating upsell and cross-selling opportunities
Accountability and personal organization are essential // Strong project management skills // Detail-oriented mindset
Excellent analytical skills
Proficiency in providing technical support
Background in early-stage companies (culture of flexibility and agility) is an advantage
Experience in managing and executing renewals - is a must!

Please note:

We are not able to provide relocation assistance or work visa sponsorship for this position.
Candidates must be authorized to work in the United States at the time of application.
This role requires the ability to work onsite in New York City at least 3 days a week.

Responsibilities:

Who You Are:

You have 5+ years of experience in Customer Success, Account Management, or related roles, with a strong track record managing enterprise B2B accounts
You have deep understanding of fintech, particularly in payments and/or credit, this is key to understanding our customers' needs
You’ve led complex customer implementations or expansions, and can operate like a project manager, aligning internal and external teams toward shared outcomes
You’re highly organized and own your accounts like a business, you plan ahead, follow through, and are accountable for results
You’re data-literate and analytical, you use metrics to spot trends, communicate performance, and inform decisions
You’re proactive, flexible, and comfortable navigating fast-paced, early-stage environments
You value collaboration but know how to work independently and juggle multiple initiatives with shifting priorities

Preferred Background:

Experience in customer-facing roles at fintech companies
Background in credit, underwriting, or financial services—a strong plus!
Track record of success in early-stage or high-growth companies
Experience managing a book of business and renewals
Strong presentation skills with the ability to conduct QBRs with executive stakeholders