Responsibilities
- Serve as the primary owner for assigned customer accounts—lead recurring customer meetings (kickoffs, implementation check-ins, QBRs), drive agendas and outcomes, manage escalations end-to-end, and ensure adoption, satisfaction, and successful delivery across the full customer lifecycle
- Analyze data to uncover actionable insights, identify emerging trends, and drive decisions that enhance product functionality and improve user experience
- Engage with customers to identify critical needs, understand pain points, and shape the development of high-impact features and product improvements
- Manage customer communication channels to announce the launch of new features, resolve issues, and provide timely updates to ensure a positive customer experience
- Work with stakeholders to define and prioritize product enhancements, translate user insights and needs into clear and actionable product requirements
- Assist in creating high-quality resources including documentation, onboarding guides, and training materials that empower customers and drive product use
- Build and maintain strong customer relationships through regular check-ins, guiding users to unlock product value and confidently navigate key features
- Identify process gaps and propose innovative solutions to optimize operational efficiency and effectiveness
- Collaborate with engineering to align on product priorities, resolve bugs, and ensure the consistent and timely delivery of impactful updates
- Monitor key performance indicators (KPIs) to assess the success and impact of product operations, making data-driven recommendations for improvement
- Evaluate user feedback, conduct user research, and incorporate insights to enhance the product's usability and customer satisfaction
Requirements
- Based in or willing to relocate to the Bay Area (H1B visa sponsorship available), this is a fully in-person role at our Santa Clara office
- High IQ and EQ
- Have love for tech and capitalism
- Strong taste for aesthetics and attention to detail
- High agency and low ego
- 1-3 years of experience as a Customer Success Manager or a similar role
- Excellent written and verbal communication skills in English are essential for effective customer interactions
- Proficiency in using data analysis tools and techniques to identify trends, patterns, and opportunities for optimizing product operations
- Familiarity with product lifecycle management principles and methodologies
- Experience working with cross-functional teams, such as product management, engineering, marketing, and customer support
- Familiarity with project management tools and software for planning, tracking, and collaborating on projects
- Demonstrated ability to work independently, take ownership of tasks, and meet deadlines consistently
- Continuous learning mindset, keeping up with industry trends and best practices in product operations and management
- Travel flexibility for customer meetings or team gatherings, as needed
Nice to Have
- Understanding of anti-fraud, anti-money laundering, or compliance domains
- Previous experience in a product-focused role within the fintech industry
- Ability to communicate effectively with internal stakeholders and customers to understand their needs and translate them into product requirements
- Understanding of financial data security and privacy regulations, such as GDPR or PCI-DSS
- Familiarity with risk management principles and methodologies, specifically related to product operations
- Understanding of sanctions screening processes and familiarity with industry-standard sanction lists
- Knowledge of data privacy regulations and practices related to handling sensitive financial information
- Familiarity with customer support systems and workflows to ensure smooth integration of product operations with customer service processes
- Experience with implementing and optimizing key performance indicators (KPIs) to measure the success and impact of product operations
- Ability to stay updated with industry trends and advancements in fintech, product management, and operational excellence
Benefits
- Housing subsidy for those living within 1 mile of the office
- Product with clear, real-world differentiation
- High-bar environment focused on execution, learning, and continuous improvement
- Get equity from day 1 at a Y Combinator startup
- Work alongside a highly competent, top-tier team, including professionals from Y Combinator, ex AWS, and Palantir
- Enjoy a low-bureaucracy environment, minimal meetings, and an asynchronous communications culture
Work Arrangement
On-site — Santa Clara
Additional Information
- H1B visa sponsorship available
- Travel flexibility for customer meetings or team gatherings, as needed
